Pemodelan kepuasan konsumen dan niat berkunjung kembali terhadap Restoran Cocorico

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Diterbitkan: Nov 27, 2023
DOI: https://doi.org/10.28932/jmm.v23i1.7017
Kata Kunci:
casual dining restaurant, customer satisfaction, revisit intention kepuasan konsumen, niat berkunjung kembali, restoran casual dining

Isi Artikel Utama

Christopher Sanjaya
Program Studi Manajemen, Fakultas Ekonomi, Universitas Katolik Parahyangan
Fransisca Mulyono
Program Studi Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Katolik Parahyangan

Abstrak

Tujuan penelitian ini adalah mengetahui faktor yang paling memengaruhi kepuasan konsumen dan niat berkunjung kembali pada Restoran Cocorico, menguji hubungan mediasi kepuasan konsumen terhadap variabel yang memengaruhi niat berkunjung kembali, dan menyelidiki variabel yang memengaruhi niat berkunjung kembali konsumen ke restoran casual dining di kota Bandung. Jenis penelitian adalah explanatory research. Data dikumpulkan dengan membagikan kuesioner terhadap konsumen di Restoran Cocorico. Model yang diusulkan dimodelkan menggunakan PLS-SEM dengan jumlah sampel 176 orang responden. Kualitas makanan, kualitas layanan, suasana, dan perceived value ditemukan memiliki pengaruh positif signifikan terhadap kepuasan konsumen. Kualitas makanan, kualitas layanan, suasana, dan kepuasan konsumen ditemukan memiliki pengaruh positif signifikan terhadap niat berkunjung kembali. Perceived value ditemukan tidak memiliki nilai yang signifikan terhadap niat berkunjung kembali. Kepuasan konsumen memediasi secara part mediation kualitas makanan, kualitas layanan, dan suasana terhadap niat berkunjung kembali. Kepuasan konsumen memediasi perceived value secara full mediation terhadap niat berkunjung kembali. Restoran Cocorico perlu fokus meningkatkan kualitas makanan dan perceived value restoran serta menjaga kualitas layanan dan suasananya untuk meningkatkan niat berkunjung kembali dari konsumen.

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Cara Mengutip
Sanjaya, C., & Mulyono, F. (2023). Pemodelan kepuasan konsumen dan niat berkunjung kembali terhadap Restoran Cocorico. Jurnal Manajemen Maranatha, 23(1), 15–32. https://doi.org/10.28932/jmm.v23i1.7017
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Vol 23 No 1 (2023): Jurnal Manajemen Maranatha
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