STUDI DESKRIPTIF TINGKAT KEPUASAN KONSUMEN FOOD COURT CITY OF TOMORROW SURABAYA DARI PERSPEKTIF PERUBAHAN LIFESTYLE MASYARAKAT MODERN

Heny Widyaningsih

Abstract


This study was conducted to determine the extent of interest and the level of consumer satisfaction with quality products and quality service food court City of Tomorrow Surabaya related to the lifestyle of modern society and to test whether the quality of product and service quality affects consumer satisfaction.

The data analysis technique used in this study is Customer Satisfaction Index, Importance and Performance Matrix, cross tabs and Linear Regression and Cluster analysis based Activity, Interest and Opinion respondents to identify lifestyle. The result showed that most consumers are in cluster 2 is adopt a lifestyle of modern society. Consumers are satisfied with the quality of product and service quality as well as a food court City of Tomorrow product quality and service quality significantly affect either simultaneously or partially to the consumer's satisfaction with the quality of service that has the most dominant effect on satisfaction.


Keywords


Product Quality, Service Quality, Consumer Satisfaction.

Full Text:

Untitled

References


Engel, James. F., et al. (1992). Perilaku konsumen (6th ed.). Jakarta : Binarupa Aksara.

Plummer, R. (1983). Life span develop-ment psychology: personality and socialization. (Kwandayani, Ed.). New York: Academic Press.

Kotler, Philip. (2005). Manajemen pemasaran (11th ed). Jakarta: PT Indeks.

Royan, Frans. M. (2007). Negotiation consultutive selling. Jakarta : PT Elex Media Komputindo.

Kotler, Philip & Kevin, Lane. K. (2009). Manajemen pemasaran (13th ed, p.175). Jakarta: PT Gelora Aksara Pratama.

Nugraheni, P. N. A. (Ed). (2003) Perbedaan kecenderungan gaya hidup hedonis pada remaja ditinjau dari lokasi tempat tinggal. Jurnal Manajemen (p.3).

Mowen, J.C. (1995). Consumer behaviour. New Jersey: Prentice Hall International, Inc.

Sugiarto, E. (2002). Psikologi pelayanan dalam industri jasa. Jakarta : PT Gramedia Pusaka Utama.

Wilkie, F. (1990). Human behavior at work, organization behavior. New Delhi : Mc Graw Hill Publishing Company Ltd.

Yamit, Z. (Ed.). (2001). Manajemen kualitas produk dan jasa. Yogyakarta : Ekonosia.

Sumanto, Kamanto. (2004). Pengantar Sosiologi. Jakarta: Lembaga Penerbitan Universitas Indonesia.

Kasali, Rhenald. (Ed.). (2000). Membidik pasar indonesia: segmenting, targeting dan positioning. Jakarta: Gramedia

Kotler, Philip & Armstrong. (2004). Principles of marketing. New Jersey

Husein, Umar. (2005). Pusat pemasaran dan perilaku konsumen. Jakarta: PT Gramedia Pustaka Umum.

Fandy, Tjiptono. (1998). Total quality service. Yogyakarta: Gramedia.

Chaney, D. (2003). Lifestyles. UK: Routledge.

Walker, B. J. (1995). fundamentals of marketing, (10th ed.). New York : Mc Grow – Hill. Inc

Namkung, Young & Jang, SooCheong. (2008). International journal of contemporary hospitality management , p.3.

Parasuraman., et al. (2008). The behavioral consequences of service quality. New York: Mc Graw Hill.

Kuncoro, M. (2003). Metode riset untuk bisnis dan ekonomi. Jakarta: Erlangga.

Sudarmanto, G. R. (2005). Analisis regresi linier ganda dengan spss. (1st ed, p.89). Yogyakarta: Graha Ilmu.

Sugiyono. (2008). Metode penelitian administrasi. Bandung: Alfabeta.

Freddy, Rangkuti. (2002). Measuring customer satisfaction (3th ed.). Jakarta: PT Gramedia Pustaka Utama.

Santoso, (2001). Riset pemasaran konsep dan aplikasi dengan spss. Jakarta: Elex Media Komputindo.

Umar, Husain. (2002). Metode riset komunikasi organisasi (pp. 164-165). Jakarta: Gramedia Pustaka Utama.

Nazir, Moh. (2005). Metode penelitian. Bogor: Ghalia Indonesia.

Singarimbun, M. & Effendi, S. (2008). Metode penelitian survey (p.3). Jakarta: LP3ES.

Eriyanto. (2007). Teknik sampling analisis opini publik. Yogyakarta: Pelangi Aksara.

Hermawan, A. (2005). Penelitian bisnis paradigma kuantitatif. Jakarta: PT Grasindo.

Wibisono, D. (2003). Riset bisnis panduan bagi praktisi dan akademisi. Jakarta: PT Gramedia Pusaka Utama.

Wijaya, Tony. (2006). Analisis structural equation modeling (pp. 28-30). Yogyakarta: Graha Ilmu.

Nitisusastro, Mulyadi. (2012). Perilaku konsumen dalam perspektif kewirausahaan. Bandung: Alfabeta.

Basterfield, D.H, . (2002). Total quality management (2nd ed.). New Jersey: Prentice Hall.

Bernardin. (2006). Manajemen sumber daya manusia. Bandung: Armico.

Irianto. (2007). Panduan gizi lengkap keluarga dan olahragawan. Yogyakarta: Gramedia.

Tse, O. K & Wilton. (1988). Models of consumer satisfaction formation. Journal of Marketing Research. Vol. 25.

Handoko, T. (2002). Manajemen sumber daya manusia (p. 23). Yogyakarta: Graha Ilmu.

Murwanti, Sri (2004) .Pengaruh kualitas pelayanan dan kepuasan pelanggan dalam pembentukan intensi pembelian konsumen. Jurnal Manajemen dan Bisnis. Vol.10.

Berry, L., Zeithaml, V., Parasuraman, A. (2008). The service- quality puzzle. Business Horizons.

Tjiptono, Fandy. (1996). Prinsip-prinsip total quality service. Yogyakarta: Gramedia.

Cooper, D.R & Emory, C.W. (1995). Business research methods. US: Irwin.

Mason, D. R & Lind, A. D. (1999). Statistik untuk bisnis dan ekonomi. Bandung: Aflabeta.

Djoko, Pramono. (2012). Menu makan sehat. Retrieved October 23, 2013, from http://kesehatan-holistik.blogspot.com/2010/04/menu-makanan-sehat-anda apakah.html.

Stevan Lie (2012). Healthy but tasty. Retrieved October 24, 2013 from, http://lifestyle.okezone.com/read/2008/01/13/26/74969/healthy-but-tasty.

Pujasera. (n.d). Retrieved October 18, 2013 from http://thesis.binus.ac.id/Doc/Bab2Doc/LKN2006-14-Bab%202.1.doc.

Wikipedia. (2013). Food court. Retreived October 20, 2013, from http://www.wikipedia.com/en/food_court.


Refbacks

  • There are currently no refbacks.