PENGARUH KUALITAS PELAYANAN DAN ATMOSFER TOKO TERHADAP NIAT BERKUNJUNG KEMBALI YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi pada Restoran All You Can Eat)

PRILIYAN, TESSA MAUDY (2020) PENGARUH KUALITAS PELAYANAN DAN ATMOSFER TOKO TERHADAP NIAT BERKUNJUNG KEMBALI YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi pada Restoran All You Can Eat). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Tessa Maudy Priliyan, 2020; The Effect of Service Quality and Store Atmosphere on Revisit Intention which Mediation by Customer Satisfaction (Study on Restaurant All You Can Eat). Thesis, Jakarta: Management Studies Program, Management Department, Faculty of Economics, Universitas Negeri Jakarta, Adcisory: Dr. Mohamad Rizan, S.E, M.M. & Agung Kresnamurti Rivai P, ST., M.M. The purpose of this study was determine the effect of service quality on customer satisfaction, the effect of store atmosphere on customer satisfaction, the effect of seevice quality on revisit intention, the effect of store atmosphere on revisit intention, the effect of customer satisfaction on revisit intetion, the effect of service quality on revisit intention with customer satisfaction as an intervening, the effect of store atmosphere on revisit intention with customer satisfaction as an intervening, to customers who have already consumption in Restaurant All You Can Eat. Methods of data collection using survey method with the instrument in the form of questionnaire. The object of this study were 200 respondent who have already consumption in Restaurant All You Can Eat minimal twice in one year. Data analysis using SPSS version 22 and SEM (Structural Equation Model) from LISREL software 8.8 statistic package to process and analyze data of research result. The result of hypothesis testing show: 1) service quality has a significant effect toward customer satisfaction, 2) store atmosphere has a significant effect toward customer satisfaction, 3) service quality has a significant toward revisit intention, 4) store atmosphere has a significant toward revisit intention, 5) customer satisfaction has a significant toward revisit intention, 6) service quality has a significant effect toward revisit intention with customer satisfaction as an intervening, 7) store atmosphere has a significant effect toward revisit intention with customer satisfaction as an intervening in Restaurant All You Can Eat. Keywords: service quality, store atmosphere, customer satisfaction, revisit intention, restaurant, all you can eat.

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