Analisis kepuasan dan loyalitas konsumen restoran nasi bebek ginyo di jakarta

Adiningsih, Kartika Puspitasari (2012) Analisis kepuasan dan loyalitas konsumen restoran nasi bebek ginyo di jakarta. Masters thesis, Institut Pertanian Bogor.

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Abstract

The objectives of this study were to identify characteristic of Nasi Bebek Ginyo Restaurant customers, to analyze factors that influence customer satisfaction and loyalty, to analyze degree of customer satisfaction and loyalty, and to provide suggestion or implication for the management to increase customer’s satisfaction and loyalty. The data for this study were collected from 185 respondents who had visited to Nasi Bebek Ginyo restaurant at least twice in three months. The samples were gathered using purposive convenience sampling (non probability sampling). Descriptive Analysis, Structural Equation Modeling (SEM), Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) were used to analyze the data. The result of the study showed that tangible, reliability, food quality, and perceived value had significantly contributed in influencing customer satisfaction, meanwhile assurance, responsiveness, and emphaty dimension did not significantly influence customer satisfaction. Tangibles is the dimension that had more contribution to customer satisfaction besides reliability, food quality and perceived value. There is significant relationship between satisfaction and loyalty. Satisfaction is the forming component of loyalty. From the estimates of SEM output, the result of CSI for this study is 67,78%, and also the result of CLI is 58,11%. The results of the study suggested for managerial implications to increasing the level of customers satisfaction and loyalty.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Satisfaction, Customer Loyalty, Structural Equation Modeling, Customer Satisfaction Index, Customer Loyalty Index. Kepuasan Konsumen, Loyalitas konsumen, Structural Equation Modeling, Customer Satisfaction Index, Customer Loyalty Index.
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 26 Mar 2014 08:11
Last Modified: 30 Dec 2019 01:39
URI: http://repository.sb.ipb.ac.id/id/eprint/1767

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