PENGARUH DINING EXPERIENCE TERHADAP KEPUASAN KONSUMEN DAN REVISIT INTENTION DI RESTORAN KOREA DI SURABAYA PADA ERA NEW NORMAL

Authors

  • Angela Virginia Mulyono Universitas Kristen Petra
  • Bryant Septiano Universitas Kristen Petra
  • Adriana Aprilia Universitas Kristen Petra

DOI:

https://doi.org/10.9744/jmp.7.1.20-31

Keywords:

Dining experience, kualitas makanan, kualitas layanan, lingkungan fisik, kepuasan konsumen, revisit intention, new normal

Abstract

Penelitian ini bertujuan untuk menganalisa pengaruh kualitas makanan, kualitas layanan, dan lingkungan fisik yang merupakan dimensi dari dining experience terhadap kepuasan konsumen dan revisit intention konsumen di restoran Korea di Surabaya pada era new normal. Kuesioner disebarkan terhadap 100 responden melalui metode pengambilan sampel purposive sampling. Analisa data menggunakan smart PLS yang pernah makan di restoran Korea di Surabaya (Juli 2020 - Oktober 2020). Hasil penelitian menunjukkan bahwa kualitas makanan, kualitas layanan dan lingkungan fisik berpengaruh positif dan signifikan terhadap kepuasan konsumen namun tidak signifikan terhadap revisit intention. Selain itu kepuasan konsumen juga berpengaruh positif dan signifikan terhadap revisit intention.

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Published

2021-08-01

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