ANALISA PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN DI PISA KAFE SURABAYA

Olivia Wibisono, Deborah Widjaja

Abstract


Abstrak : Pertumbuhan industri makanan dan minuman di Surabaya semakin meningkat. Hal ini menyebabkan restoran harus memiliki pelanggan tetap agar dapat mempertahankan usahanya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Peneliti ingin mengetahui faktor yang menyebabkan pelanggan menjadi setia di Pisa Kafe Surabaya. Teknik analisis yang digunakan dalam penelitian ini adalah PLS-SEM (Partial Least Square-Structural Equation Modeling) dan kualitas layanan menggunakan model second order formatif. Hasil dari penelitian ini membuktikan bahwa kualitas produk  berpengaruh signifikan dan positif terhadap kepuasan pelanggan dan kualitas layanan yang meliputi tangibles, reliability, responsiveness, assurance dan emphaty berpengaruh signifikan dan positif terhadap kepuasan pelanggan dan kepuasan ini menciptakan loyalitas pelanggan di Pisa Kafe Surabaya.

 

 Abstract : The growth of food and beverages industry in Surabaya is increasing. Therefore, restaurants must have loyal customers in order to maintain their business. This research is written to find the impact of product and service quality towards customer’s satisfaction and loyalty. Researcher wanted to explore loyalty factors of Pisa Kafe Surabaya’s loyal customers. This research used PLS-SEM (Partial Least Square-Structural Equation Modeling) technique to analyze, also service quality use second order formative model. The result has proved that product quality significantly and positively impacts customer’s satisfaction and service quality, which includes tangibles, reliability, responsiveness, assurance and empathy significantly and positively impacts customer’s satisfaction and it creates customer’s loyalty in Pisa Kafe Surabaya.

Keywords


Kualitas Produk, Kualitas Layanan, Kepuasan Pelanggan, dan Loyalitas Pelanggan.

Full Text:

PDF

References


Canny, I. U. (2014) Measuring the Mediating Role of Dining Experience Attributes on Customer Satisfaction and Its Impact on Behavioral Intentions of Casual Dining Restaurant in Jakarta. International Journal of Innovation, Management and Technology, 5(1), 25- 29.

Caruana, A. (2002). Service Loyalty: The effects of service quality and the mediating role of customer satisfaction, European Journal Marketing, 36(7/8), 811-828.

Ferdinand, A. (2002). Stuctural Equation Modeling dalam Penelitian Manajemen, Edisi 2. Semarang: BP UNDIP.

Ha, J. Y., & Jang, S. C. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment, International Journal of Hospitality Management, 29, 520-529.

Hammond, K., Dowling, G. R., & Uncles, M. D. (2003). Customer loyalty and customer loyalty programs, Journal of Consumer Marketing, 20(4), 294-316.

Hurriyati, R. (2008). Bauran pemasaran dan loyalitas konsumen. Bandung: Alfabeta.

Japarianto, E., Laksmono, P., & Khomariyah, N. A. (2007). Analisa Kualitas Layanan sebagai Pengukur Loyalitas Pelanggan Hotel Majapahit Surabaya dengan Pemasaran Relasional sebagai Variabel Intervening, Jurnal Manajemen Perhotelan, 3(1), 34-42.

Jogiyanto, H. M., dan Abdillah, W. (2015). Partial Least Square (PLS) – Alternatif Structural Equation Moeling (SEM) dalam Penelitian Bisnis. Yogyakarta: Andi.

Kabarbisnis. (2016). Potensial, Surabaya jadi Incaran Pebisnis Kafe dan Restoran Baru. Retrieved from http://kabarbisnis/, Juni 24,2016.

Kabar24.bisnis. (2016) Industri Kafe dan Restoran Jatim Tumbuh 20%. Retrieved from http://kabar24.bisnis/, Agustus 6, 2016.

Kandampully, J. & Hu, H. (2007). Do hoteliers need to manage image to retain loyal customers?. International Journal of Contemporary Hospitality Management, 19(6), 435-443.

Kotler, P., & Keller, L. K. (2009). Marketing management (13th ed.). New Jersey: Upper Saddle River.

Kurtus, R. (2008). Retrieved from http://www.school-for-champions.com/tqm/restaurant_quality.htm

Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: a study in the hotel industry, Managing Service Quality, 19(3), 308-331.

Markovic, S., Komsic, J., & Stifanic, M. (2010). Measuring service quality in city restaurant setting using DINESERV scale, Recent Advances in Business Management and Marketing. 176-181.

Marsum, A. W. (2005). Restoran dan Segala Permasalahannya. Edisi IV. Yogyakarta: Andi.

Musanto, T. (2004). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan: Studi kasus pada CV. Sarana Media Advertising Surabaya. Jurnal Manajemen Pemasaran, 6(2), 123-136.

Payne-Palacio, J., & Theis, M. (2005). Introduction to foodservice. Prentice Hall.

Peri, C. (2006). The universe of food quality. Food Quality and Preference, 17(1/2), 3-8.

Roy, S., Tarafdar, M., Ragu-Nathan, T. S., Marsillac, E. (2012). The Effect of Misspecification of Reflective and Formative Constructs in Operations and Manufacturing Management Research, The Electronic Journal of Business Research Methods, 10(1), 34-52.

Sajadi, R. E., & Rizzuto, D. (2013). The antecedents of consumer satisfaction and loyalty in fast food industry. International Journal of Quality & Reliability Management, 30(7), 780-798.

Shaharudin M. R., Mansor, S. W., & Elias, S. J. (2011). Food Quality Attributes among Malaysia’s Fast Food Customer, International Business and Management, 2(1), 198-208.

Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A Tool for Measuring Service Quality in Restaurant, Cornell Hotel Restaurant Administration Quarterly, 36, 56-60.

Sugiyono. (2007). Statistika Untuk Penelitian. Bandung: CV Alfabeta.

Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

Sumaedi, S., Bakti, Y. & Mahatma, I. G. (2013). An analysis of library customer loyalty, Library Management, 34(6/7), 397-414.

Sureschandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer perceived service quality: a confirmatory factor analysis approach, Journal of Services Marketing, 16(1), 9-34.

Tesavrita, C., Suryadi, D., & Devina, D. (2013). Fuzzy-Dineserv for Service Quality Improvement. Retrieved June, 2013 from https://www.academia.edu/7838146/FuzzyDineserv_for_Service_Quality_Improvement_Case_Study_of_Amareto_Resto_

Wan, M. A. B. (2014). Hierarchical Component Using Reflective-Formative Measurement Model In Partial Least Square Structural Equation Modeling (Pls-Sem), International Journal of Mathematics and Statistics Invention (IJMSI), 2(2), 55-71.

Wijaya, S., Widjaja, D. C., & Hariyanto, A. (2016). The Underlying Factors Affecting Consumers’ Behavioural Intensions in Foodservice Business in Surabaya, Indonesia, CRC Heritage, Culture and Society – Radzi et. al. (Eds), CRC Press: Taylor & Francis Group, London, 53-57.

Zeithaml, V. A., & Bitner, M. J. (2003). Service Marketing: Intregrating Customer Focus across the Firm, (3rd ed.), New York: McGraw-Hill.


Refbacks

  • There are currently no refbacks.