PERAN MEDIASI KEPUASAN PELANGGAN DALAM PENGARUH KUALITAS MAKANAN DAN SUASANA PADA NIAT BERKUNJUNG KEMBALI DI LAOBAN KOPITIAM MALANG
Keywords:
Kualitas Makanan, Suasana, Kepuasan Pelanggan, Niat Berkunjung Kembali
Abstract
Penelitian ini bertujuan untuk menganalisa peran mediasi kepuasan pelanggan dalam pengaruh kualitas makanan dan suasana pada niat berkunjung kembali di Laoban Kopitiam Malang. Penelitian ini menggunakan jenis penelitian kuantitatif deskriptif dengan teknik analisis data Structural Equating Model-Partial Least Square (SEM-PLS) menggunakan software SmartPLS3. Populasi penelitian ini ialah pelanggan Laoban Kopitiam Malang dengan total 110 sampel yang diambil dengan teknik purposive sampling. Pengumpulan data dilakukan melalui suvey dengan penyebaran kuesioner secara online dan offline. Hasil jawaban responden kemudian diukur menggunakan skala likert. Hasil penelitian menunjukkan bahwa kualitas makanan dan suasana positif tetapi tidak berpengaruh signifikan terhadap niat berkunjung kembali namun berpengaruh positif signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh positif signifikan terhadap niat berkunjung kembali serta positif signifikan memediasi hubungan antara kualitas makanan dan suasana pada niat berkunjung kembali.
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Google Trends. (2024).
Hardisman. (2021). Analisis Partial Least Square Structurral Equation Modelling (SEM-PLS). Binyang Pustaka Madani.
Joseph F. Hair, Jr., G. Thomas M. Hult., Christian M. Ringle., M. S. (2022). A Primer on PARTIAL LEAST SQUARES STRUCTURAL EQUATING MODELING (PLS-SEM) Third Edition (Third).
Jpnn.com. (2024). Industri Kuliner Diprediksi Tumbuh 7 Persen di 2024. Jppn.Com. https://m.jpnn.com/news/industri-kuliner-diprediksi-tumbuh-7-persen-di-2024
Kotler, P., Keller, K, L.Chernev, A. (2022). Marketing Management. In Journal of Marketing. Pearson Education. https://doi.org/10.2307/1250781
Lefrid, M. (2021). Dining at gas stations: an analysis of nonconventional fast-food outlets from a consumer behavior perspective. British Food Journal, 123(12), 4347–4366. https://doi.org/10.1108/BFJ-01-2021-0070
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Oliveira, Z. C. da C., Saldanha, E. S., & Vong, M. (2020). The Mediation Effect of Restaurant Image on the Relationship between Service & Food Quality and Customer Satisfaction. Timor Leste Journal of Business and Management, 2(2), 10–20. https://doi.org/10.51703/bm.v2i0.30
Orden-Mejía, M., & Moreno-Manzo, J. (2024). Examining consumer experience in a gourmet food hall: Impacts on satisfaction and behavioural intentions. International Journal of Gastronomy and Food Science, 35(February), 100890. https://doi.org/10.1016/j.ijgfs.2024.100890
Polas, M. R. H., Raju, V., Hossen, S. M., Karim, A. M., & Tabash, M. I. (2022). Customer’s revisit intention: Empirical evidence on Gen-Z from Bangladesh towards halal restaurants. Journal of Public Affairs, 22(3). https://doi.org/10.1002/pa.2572
Pooya, A., Abed Khorasani, M., & Gholamian Ghouzhdi, S. (2020). Investigating the effect of perceived quality of self-service banking on customer satisfaction. International Journal of Islamic and Middle Eastern Finance and Management, 13(2), 263–280. https://doi.org/10.1108/IMEFM-12-2018-0440
Pratiwi, N. (2023). 5 Rekomendasi Kopitiam di Malang Raya, Enak buat Nongkrong! Artikel ini telah tayang di Idntimes.com dengan judul "5 Rekomendasi Kopitiam di Malang Raya, Enak buat Nongkrong! ". IDN TIMES.
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1), 1–12. https://doi.org/10.1186/s43093-020-00021-0
Richardson, S., Lefrid, M., Jahani, S., Munyon, M. D., & Rasoolimanesh, S. M. (2019). Effect of dining experience on future intention in quick service restaurants. British Food Journal, 121(11), 2620–2636. https://doi.org/10.1108/BFJ-09-2018-0617
Salsabila, I., & Rini, R. O. P. (2023). Pengaruh Dinning Experience terhadap Kepuasan Konsumen dan Revisit Intention di Restoran Indonesia di Korea Selatan (Studi Kasus di Bali Resto, Daejon). Open Journal System, 17(7), 1623–1636.
Sitinjak, M. F., Pangaribuan, C. H., & Tafriza, N. (2019). Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting? Binus Business Review, 10(1), 31–40. https://doi.org/10.21512/bbr.v10i1.5345
Solomon, M. R. (2019). Consumer Behavior : Buying, Having, and Being (Thirteenth). Pearson Education.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. In Sutopo (Ed.), ALFABETA BANDUNG (28th ed.). ALFABETA.
Taqwim, C., Aditi, B., & Pentana, S. (2021). The Effect of Cafe Atmosphere and Food Quality on Revisit Intention with Customer Satisfaction as a Mediating Variable at Cafe in Medan City. Jurnal Ekonomi LLDIKTI Wilayah 1 (JUKET), 1(2), 82–88. https://doi.org/10.54076/juket.v1i2.135
What is Customer Experience and Its Importance in F&B Sector. (2023). Fhafnb.Com. https://fhafnb.com/glossary/customer-experience/
Wicaksono, M. A., & Muzdalifah, L. (2024). Peran Consumer Satisfaction pada Pengaruh Antara Dinning Experience Terhadap Revisit Intention di Café Kawasan Kavling DPR Sidoarjo. Jurnal Ecogen, 7(1), 27. https://doi.org/10.24036/jmpe.v7i1.15686
Published
2024-12-03
Section
Articles
Copyright (c) 2024 Muhammad Yusuf Amiruddin Sami, Kartika Anggraeni Sudiono Putri
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
