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Analisis pengaruh servicescape, pleasure-feeling, perceived service quality, value dan satisfaction terhadap revisit intention : studi kasus : Jasa Restoran Fast Food KFC dan McDonald's
Business in restaurant in Indonesia has been been growing rapidly in line with the change in urban lifestyle who like eating out by the reason of practicality, as well as entertainment and socialization. Thus, nowadays, restaurants do not only offer food, but also the restaurant environment. A number of restaurants have their servicescapes which will be one of the factors influencing service quality perceived by the customers (perceived service quality) and pleasure feeling as one of customer?s emotions. The research also discusses about the relationship between pleasure-feeling, service quality, value, satisfaction and revisit intention. The case study chosen in this research is two biggest fast food restaurant in Indonesia, KFC and McDonald?s. Then, this research will involve 300 respondents who visited, either KFC or McDonald?s, in three months counted from the questionnaires were distributed. The research model with eleven hypothesis will be tested with Structural Equation Modeling (SEM). The result of this research shows that servicescape positively influences pleasure-feeling and perceived service quality. This research also prove that there are indirect effects between pleasure-feeling, perceived service quality, value, satisfaction, and revisit intention. Interpretations, limitations and implications for manager are discussed in the last part of this research. Ada tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 7207 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi Universitas Indonesia 2011 |
|---|---|
| Edisi | - |
| Subjek | Consumer satisfaction Structural equation modeling Service quality Fast food restaurants Revisit Intention |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xv, 233 p. : diagr., il. ; 30 cm |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |