Analisis Pengaruh Kualitas Layanan dan Kualitas Makanan terhadap Niat Berkunjung Kembali dengan Kepuasan Pelanggan sebagai Variabel Mediasi (Studi pada Rumah Makan Ayam Goreng Mbah Karto Tembel di Sukoharjo)

Putri, Oktavia Desminta Permata and , Imronudin, S.E., M.Si., Ph.D (2023) Analisis Pengaruh Kualitas Layanan dan Kualitas Makanan terhadap Niat Berkunjung Kembali dengan Kepuasan Pelanggan sebagai Variabel Mediasi (Studi pada Rumah Makan Ayam Goreng Mbah Karto Tembel di Sukoharjo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of service quality and food quality on intention to return which is mediated by customer satisfaction (Study at Mbah Karto Tembel Fried Chicken Restaurant in Sukoharjo). The data of this study used primary data through a questionnaire with a measurement scale using a Likert scale. The sample selection in this study used a non-probability sampling approach. The sample used was 170 respondents from the Fried Chicken Mbah Karto Tembel restaurant customers and analyzed using PLS-SEM with the help of SmartPLS 4.0 software. The method of data analysis in this study uses the evaluation of measurement models in the outer model and inner model. The results of the study show that (1) service quality has a positive and significant effect on customer satisfaction. (2) Food quality has a positive and significant effect on customer satisfaction. (3) Customer satisfaction has a positive and significant effect on the intention to return. (4) Customer satisfaction is able to provide a mediating effect on service quality on intention to return. (5) Customer satisfaction is able to have a mediating effect on food quality on intention to return.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Quality of service, Quality of food, Customer satisfaction, Intention to visit again
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management H Social Sciences > HD Industries. Land use. Labor > HD28 Management > HD282 Production management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	OKTAVIA DESMINTA PERMATA PUTRI
Date Deposited:	24 Jul 2023 06:49
Last Modified:	24 Jul 2023 06:49
URI:	http://eprints.ums.ac.id/id/eprint/113800

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