The Effect of Food Quality and Service Quality Towards Customer Satisfaction and Repurchase Intention (Case Study of Hot Plate Restaurants)

Abstract

The food and beverages industry have been growing rapidly, making the competition in this industry higher. Therefore, innovation is needed to survive. The purpose of this study is to analyze the influence of food quality and service quality on the customer satisfaction of hot plate restaurants’ consumers, which in turn will have an impact on repurchase intention. The method used in this study is a quantitative approach, using a Likert Scale as a measurement method. Data analysis uses the structural equation modeling (SEM) method with SmartPLS 3.0 tools. The population of this study is XYZ hot plate restaurants’ consumers in Sunter and Bekasi. Total sample that used in this research is 100 samples by using the Slovin formula. The results of this study show significant and positive effects, both individually and simultaneously, between food quality and service quality to customer satisfaction and its impact on repurchase intention. Therefore, in order to compete with others, XYZ hot plate restaurants should (1) Improve and maintain their foods and drinks, (2) Maintain their employees’ credibility, and (3) Reduce the waiting list.

Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Cv. Pondok Lebah Wilayah Jabodetabek

“…Eko Saputro dan Arief Syah Safrianto Hidayat, et al (2020) dan Fitri, et al, (2019, yaitu menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan.…”

Determinasi Keputusan Pembelian Dan Pembelian Ulang (Literature Review Manajemen Pemasaran)

“…Variabel Pembelian Ulang sudah banyak di teliti oleh peneliti sebelumnya di antaranya adalah (Hidayat et al, 2020), (Nguyen et al, 2019), (Yohanda et al, 2019), (Al-Shatti, 2014), (Palma & Andjarwati, 2016), dan lain-lain.…”

“…Dalam penelitian (Hidayat et al, 2020) menunjukkan hubungan yang positif antara kualitas produk terhadap pembelian ulang. Hal ini menunjukkan bahwa memang kualitas produk yang semakin baik akan memberikan dampak yang baik terhadap minat konsumen untuk mekalukan pembelian kembali.…”

“…Pengaruh variabel Kualitas Produk terhadap Pembelian Ulang sudah banyak di teliti oleh peneliti sebelumnya di antaranya adalah (Hidayat et al, 2020), (Ali, 2019b), (Nguyen et al, 2019), (Suhaily & Darmoyo, 2017), (Han & goleman, daniel;boyatzis, Richard;Mckee, 2019), dan (Palma & Andjarwati, 2016).…”

Analysis of Food Quality and Price in Increasing Customer Satisfaction at Anantara Uluwatu Bali Resort

“…Superior food quality is a key marketing tool that can be used to satisfy and retain customers and can ensure a positive buying experience (Hanaysha, 2016). Existing literature provides empirical support that food quality has a significant influence on customer satisfaction (Hidayat et al, 2020). Because food quality is the main determinant of customer satisfaction and re-subscribe intention (Abdullah et al, 2018).…”