Influence of assurance, price, responsiveness and empathy, meal pace and reliability to customer loyalty through customer satisfaction of Japanase Restaurant in Cocari Surabaya

Lay, Regioana Chenny (2016) Influence of assurance, price, responsiveness and empathy, meal pace and reliability to customer loyalty through customer satisfaction of Japanase Restaurant in Cocari Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

This study was conducted to examine the direct and indirect impacts of the factors of model ; assurance, price, responsiveness & empathy, meal pace and reliability on customer loyalty through customer satisfastion of ‘all you can eat’ restaurant in Surabaya. The population of this study is that guests staying or stayed in the restaurant in East Java. The sample for this study of 100 people with characteristics such pick a restaurant in East Java on the basis of a personal decision, with an age ≥ 17 years old, domice in Surabay, and already know about the competitors in the same industry. This study used Structural Equation Modeling (SEM) as a data analysis technique. SEM is a statistical tool used to resolve simultaneous multilevel models that cannot be solved by a linear regression equation. The results of the research and discussion that is used in accordance with the hypothesis that the purpose of the analysis performed using Structural Equation Modeling (SEM) can be deduced all the hypotheses proposed in this study received. It means that the higher the service increases customer satisfaction on restaurant in East Java. So it can be said that the better the services and provided a restaurant in East Java will increase consumer desire for a return stay at the restaurant hotel and recommend to others. Suggestions put forward as a result of this study is the manager of a restaurant should pay more attention to every detail that is used to create the services and that matches the theme of the restaurant.

Item Type:	Thesis (Undergraduate)
Department:	["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords:	Assurance, Price, Responsiveness and Empathy, Meal Pace, and Reliability, Customer Satisfaction, Customer Loyalty
Subjects:	Business > Management
Divisions:	Faculty of Business > International Business Management Undergraduate Study Program
Depositing User:	Users 3514 not found.
Date Deposited:	16 Sep 2016 07:57
Last Modified:	16 Sep 2016 07:57
URI:	http://repository.ukwms.ac.id/id/eprint/8428

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