Pengaruh Food Quality, Price, Service Quality dan Perceived Value terhadap Customer Loyality pada Restoran Aneka Rasa Jambi dengan Customer Satisfaction sebagai Variabel Intervening

Abstract

Indonesia is the fourth most populous country in the world, after China, India and the United States, with a population of 2018 of around 267 million. The increase in the average population will be a major contributor to the growth of the food and beverage industry. Today's mobility of people is getting higher so it consumes food outside the home. Restaurant products are determined by five factors, namely food and beverage factors, service factors, hygiene and hygiene factors, price factors and atmospheric factors, whereas based on the activities and food or drinks served, restaurants are classified into twenty types ranging from A'la carte restaurant to main dining room. The objectives of this study are: (1) to analyze the effect of food quality, price, service quality and partial perceived value on customer satisfaction; (2) partially analyze the influence of food quality, price, service quality and perceived value on customer loyalty; (3) analyze customer satisfaction mediation due to the influence of food quality, price, service quality and perceived value on customer loyalty. The sample was determined using the Slovin formula of 100 respondents. Survey method with descriptive and quantitative analysis. The analytical tool used in this study is the smartpls application version 3.0. The results of the study note that food quality, price, service quality and perceived value affect customer satisfaction, food quality, price, service quality and perceived value affect customer loyalty and customer satisfaction can mediate the relationship between food quality, price, service quality and perceived value towards customer loyalty.

What Drives Customer Satisfaction? : Evidence From Customer Fast Food Restaurant Indonesia

“…These results are in line with research by Bisui and Uniyal, 2021;Hidayat et al 2020;Kannan, 2017;Winarjo and Japarianto, 2017. The same thing was also investigated by Amira and Rahardian (2015); Habibah et al ( 2019); Hidayat et al (2020); Kelly (2020); Sari and Siregar (2019); Wuisan (2021) shows the results that food quality has a significant effect on Satisfaction. Therefore, it can be said that food quality is an important factor in increasing customer satisfaction.…”

“…According to Kotler and Keller (2016), setting a price for a new product in the market is difficult. Price is defined as customers' value from an exchange (Sari and Siregar, 2019). Price has been considered as an important element in determining customer satisfaction.…”

“…It is considered very impressive in accelerating the process towards the market and bringing profits to merchants. According to Sari and Siregar (2019), personal communication channels in the form of word of mouth can be used as an effective promotional method because they are conveyed from consumers to consumers promptly. Making users and customers feel satisfied can be a way of promotion for the company.…”

Analisis Sentimen Konsumen terhadap Food, Services, and Value di Restoran dan Rumah Makan Populer Kota Makassar Berdasarkan Rekomendasi Tripadvisor Menggunakan Metode CRISP-DM dan SERVQUAL

“…Penilaian konsumen terhadap makanan (food), pelayanan (service), dan nilai (value) dapat dikaji dari perspektif SERVQUAL. Sari dan Siregar menunjukkan bahwa SERVQUAL terdiri dari beberapa dimensi, sebagai berikut : dimensi bukti fisik (tangibles); dimensi daya tanggap (responsiveness); dimensi kehandalan (reliability); dimensi jaminan (assurance); dimensi empati (empathy) [44]. Lebih jauh, Trianata menunjukkan bahwa tantangan dalam pengembangan bisnis kuliner ialah kualitas pelayanan terhadap konsumen, dimana kendala yang sering dihadapi pelaku bisnis kuliner terkait kualitas layanan pramusaji ialah rendahnya disiplin dalam mengikuti pelatihan Standard Operational Procedure (SOP), waktu penyajian makanan yang lamban, tidak berpenampilan rapi dan memperhatikan SOP tentang kebersihan (hygene) dan sanitasi, minim pengetahuan tentang menu serta tidak fasih dalam menjelaskan menu secara detail menggunakan bahasa asing, tidak tanggap terhadap permintaan dan keluhan konsumen [45].…”

Antecedent Gastronomic Satisfaction And Consequences In Visitor Loyalty

“…Seperti penelitian yang dilakukan oleh Dalam studi mereka telah menemukan persepsi (Sari & Siregar, 2019), (Rifaldo & Wardi, 2021) dan (Juliana et al, 2022)…”