Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Pelanggan Dengan Perceived Value Sebagai Variabel Intervening. (Studi Pada Restoran Jepang Sushi Tei Di Pondok Indah Mall Jakarta)
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Institusion
STIE Indonesia Banking School
Author
Fatimah, Lia
Subject
HD28 Management. Industrial Management
Datestamp
2024-07-16 03:31:12
Abstract :
The main focusof this study is to analyze the direct effect of Service Quality through five dimensions, which are Tangibles, Reliability, Responsiveness, Assurance, and Emphaty andalsothe indirect effect of Service Quality through Perceived Value on Customer Satisfaction Sushi Tei Japannese Restaurant at Pondok Indah Mall Jakarta. This research is based on research model which was developed by Uddin and Akhter (2012) which investigated Customer Satisfaction in Mobile Phone Services in Bangladesh. The main focus variable of this research are Service Quality, Perceived Value, and Customer Satisfaction.The respondent of this research are the Customer of Sushi Tei Japannese Restaurant at Pondok Indah Mall Jakarta who have been bought and also consume the product at least twice. An online quetionnaire was used to collect data. The data collection are analyzed by Path Analysis . The result of this analysis showed that there are positive effect on direct effect of Sevice Quality to Customer satisfaction and indirect effect of Service Quality to Customer Satisfaction through Perceived Value. Keywords: Service Quality, Perceived Value, Customer Satisfaction.
The main focusof this study is to analyze the direct effect of Service Quality through five dimensions, which are Tangibles, Reliability, Responsiveness, Assurance, and Emphaty andalsothe indirect effect of Service Quality through Perceived Value on Customer Satisfaction Sushi Tei Japannese Restaurant at Pondok Indah Mall Jakarta. This research is based on research model which was developed by Uddin and Akhter (2012) which investigated Customer Satisfaction in Mobile Phone Services in Bangladesh. The main focus variable of this research are Service Quality, Perceived Value, and Customer Satisfaction.The respondent of this research are the Customer of Sushi Tei Japannese Restaurant at Pondok Indah Mall Jakarta who have been bought and also consume the product at least twice. An online quetionnaire was used to collect data. The data collection are analyzed by Path Analysis . The result of this analysis showed that there are positive effect on direct effect of Sevice Quality to Customer satisfaction and indirect effect of Service Quality to Customer Satisfaction through Perceived Value. Keywords: Service Quality, Perceived Value, Customer Satisfaction.
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