ANALISA PENGARUH SERVICE STAFF PERFORMANCE, PHYSICAL SORROUNDINGS DAN POSITIVE INTERACTIONS TERHADAP AUTHENTICITY PERCEPTION DAN EXPERIENTIAL VALUE SERTA DAMPAKNYA TERHADAP CUSTOMER SATISFACTION NAMAAZ DINING

Authors

Akhmad Ramadhan Universitas Pelita Harapan
Zoel Hutabarat Universitas Pelita Harapan

DOI:

Keywords:

Restoran, Kinerja Staf Layanan, Lingkungan Fisik, Interaksi Positif, Persepsi Keaslian, Nilai Pengalaman, Kepuasan Pelanggan.

Abstract

Restoran saat ini bukan hanya dijadikan sebagai tempat makan, namun juga dapat menjadi tempat untuk memperoleh pengalaman yang menyenangkan seperti misalnya pada Namaaz Dining, yang menerapkan konsep fine dining dengan gastronomi molekuler untuk memberikan pengalaman lebih kepada para konsumen. Penelitian ini bertujuan untuk menguji pengaruh dari variabel service staff performance, physical sorroundings dan positive interactions terhadap authenticity perception dan experiential value serta dampaknya terhadap customer satisfaction pada konsumen yang pernah melakukan kunjungan pada restoran Namaaz Dining. Penelitian dilakukan secara kuantitatif dengan pendekatan kausal. Data dikumpulkan secara langsung dengan menyebarkan kuesioner pada responden penelitian dan diperoleh 238 responden. Analisa dilakukan dengan menggunakan teknik analisa structural equation modelling (SEM) pada aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa seluruh hipotesis pada penelitian ini diterima, artinya service staff performance, physical sorroundings dan positive interactions berpengaruh signifikan positif terhadap authenticity perception, begitu juga dengan authenticity perception yang berpengaruh signifikan dan positif terhadap experiential value, dan experiential value serta perceived value berpengaruh signifikan dan positif terhadap customer satisfaction.

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