DIMENSI KUALITAS DAN HARGA SEBAGAI FAKTOR PENENTU KEPUASAN DAN LOYALITAS KONSUMEN
ABSTRACT: The relatively
service-driven restaurant industry is becoming more important
in generating income
for many countries
and hence the service
performance of the
restaurants must be
well understood and managed.
The key determinants
for restaurant service quality
need to be
identified, especially for
the important segment such
as youth consumers.
Therefore, this study
aims to explore the
importance of physical
environment quality, human service, food
quality and price
from the youth
consumer’s perspective. This study
using 100 youth
consumers in Waroeng "SS" Surakarta
taken with snowball
and convenience sampling techniques. Testing hypotheses
formed by 3 regression model aims to
analyze the key
determinants of youth
satisfaction and youth loyalty, and
examined the effect
of satisfaction to
youth loyalty. Results of
this study show
that physical environment
quality, human service, food quality, and price were all significant
effect to youth satisfaction and
youth loyalty, further
satisfaction was significant
effect to youth loyalty. Finally, the key determinants on youth satisfaction
was mainly physical environment quality, while the key determinants on youth
loyalty was mainly price.
Keywords: physical
environment quality, human
service, food quality, price,
youth satisfaction, youth loyalty
Kode Jurnal: jpmanajemendd120307
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