PENGARUH PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION YANG MEMBENTUK BEHAVIORAL INTENTION DI DOMI DELI RESTAURANT SURABAYA: APLIKASI SKALA PENGUKURAN DINESCAPE

Venny Wilianto, Nina Santoso, Hanjaya Siaputra

Abstract


Abstrak: Penelitian ini dilakukan untuk mengetahui pengaruh physical environment terhadap customer satisfaction dalam membentuk behavioral intention dari pengunjung Domi Deli Restaurant Surabaya. Faktor-faktor dari physical environment adalah facility aestethics, ambience, lighting, layout, table settings, dan service staff. Penulis menggunakan Structural Equation Model (SEM) dengan SmartPLS versi 3 untuk menguji hubungan variabel bebas dan variabel terikat. Teknik sampling yang digunakan adalah purposive sampling dengan data yang digunakan sebesar 100 sampel. Hasil penelitian ini adalah facility aestethics, ambience, dan lighting memiliki hubungan positif dan signifikan terhadap customer satisfaction. Layout, table settings, dan service staff berhubungan positif namun tidak signifikan pengaruhnya terhadap customer satisfaction. Terakhir, customer satisfaction berpengaruh positif dan signifikan terhadap behavioral intention.

 

Abstract: The study was conducted to determine the effect of Physical Environment on Customer Satisfaction which Makes Behavioral Intention from customer in Domi Deli Restaurant Surabaya. Factors of physical environment are facility aestethics, ambience, lighting, layout, table settings, and service staff. The writers used Structural Equation Model (SEM) with SmartPLS version 3 to test the effect of independent variables on the dependent variables. The sampling technique was purposive sampling with 100 samples. The result showed that facility aestethics, ambience, and lighting positive and significantly influenced on customer satisfaction. Layout, table settings, and service staff positive but was not significantly influenced on customer satisfaction. Lastly, customer satisfaction positive and significantly influenced on behavioral intention.


Keywords


Physical Environment, Customer Satisfaction, Behavioral Intention.

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