Pengaruh Kualitas Layanan, Kepuasan Pelanggan pada Niat Kunjungan Ulang Restoran Cepat Saji (Studi pada Yogya Chicken Cabang Jalan Kaliurang Yogyakarta)
| Main Authors: | , CANTYA ANINDITA, , Dra. Sari Winahjoe S., MBA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/121838/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=61936 |
Daftar Isi:
- Restaurant industry has been growing by the emerge of new restaurants particularly in Yogyakarta. To be survived in market, a restaurant needs to maintain service quality and customer satisfaction toward re-pratonage intention in restaurant service industry fast food especially Yogya Chicken in Jalan Kaliurang Yogyakarta. The sampling method in this research is non-probability sampling with convenience sampling technic. Data collection method is primary data by using questionnaire. Primary data was obtained from 150 customers who visited and have experienced the restaurants service fast food of Yogya Chicken. The analytical tool in this research is regression analysis and mediation. Regression analysis is used to show the relationship between service quality and customer satisfaction and to show the relationship between customer satisfaction and re-pratonage intention. Mediation is used to show customer satisfaction to mediate realated to service quality and re-pratonage intention. The result of regression analysis shows that service quality is positively related to customer satisfaction, shows that is customer satisfaction positively related to re-pratonage intention. And the result of mediation shows that customer satisfaction partial mediate relate service quality and repratonage intention.