PENGARUH EXPERIENTIAL MARKETING, FOOD QUALITY, DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA REPURCHASE INTENTION SURVEI PADA KONSUMEN RESTORAN JEPANG DI DKI JAKARTA

HANDAYANI, SITI AYU (2019) PENGARUH EXPERIENTIAL MARKETING, FOOD QUALITY, DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA REPURCHASE INTENTION SURVEI PADA KONSUMEN RESTORAN JEPANG DI DKI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Siti Ayu Handayani, 2019; Effect of Experiential Marketing, Food Quality, and Physical Environment Terhadap Customer Satisfaction serta Dampaknya pada Repurchase Intention Survei pada Konsumen Restoran Jepang di DKI Jakarta, Skripsi, Jakarta: Program Studi S1 Manajemen, Fakultas Ekonomi, Universitas Negeri Jakarta. Tim Pembimbing: Setyo Ferry Wibowo, S.E., M.Si, & Andrian Haro, S.Si., M.M. The purpose of this research are: 1) To determine whether experiential marketing affect customer satisfaction; 2) To determine whether food quality affect customer satisfaction; 3) To determine whether physical enviroment affect customer satisfaction; 4) To determine whether customer satisfaction affect repurchase intention at Japanese Restaurant with conveyor belt concept in Jakarta. Methods of collecting data using surveys with instruments in the form of questionnaires. The research object was 260 respondents who had visited Japanese Restaurant with conveyor belt concept at least once in the past one month. Analyzing method using Structural Equation Model (SEM) and helped by SPSS version 22 and AMOS version 24. The results of hypothesis testing indicates: 1) There is a positive influence on Experiential marketing towards customer satisfaction; 2) There is no positive influence on Food quality towards customer satisfaction; 3) There is a positive influence on Physical environment towards customer satisfaction; 4) There is a positive influence on Customer satisfaction towards repurchase intention. Keywords: Experiential Marketing, Food Quality, Physical Environment, Customer Satisfaction, Repurchase Intention, Japanese restaurant in Jakarta.

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