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"Industri makanan adalah bisnis yang tak lekang oleh waktu. Badan Pusat Statistik (BPS) mencatat, pada tahun 2010 terdapat 2.916 usaha restoran dan rumah makan berskala menengah dan besar di Indonesia. Segmen quick-casual dining telah menjadi salah satu industri food service terbesar di dunia. Salah satu bentuk restoran quick-casual di Indonesia adalah Restoran Solaria. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh variabel restaurant image, perceived value dan kepuasan konsumen terhadap behavioral intention konsumen Solaria. Penelitian menggunakan desain riset deskriptif dengan metode survei. Sampel dihimpun dengan metode nonprobability sampling dengan teknik judgment sampling sebanyak 275 sampel. Alat ukur yang digunakan adalah kuesioner dengan menggunakan skala Likert. Untuk mencapai tujuan penelitian data diolah dengan teknik analisa data SEM. Hasil menunjukan kepuasan konsumen mampu membentuk behavioral intention secara langsung. Restaurant image mampu membentuk perceived value konsumen secara langsung dan secara tidak langsung mampu membentuk kepuasan konsumen melalui mediasi perceived value. Selain itu, perceived value mampu membentuk behavioral intention secara tidak langsung dengan dimediasi kepuasan konsumen. Hal ini menunjukan bahwa kepuasan konsumen mempunyai peranan yang signifikan sebagai mediasi untuk membentuk behavioral intention pada industri quick-casual restaurant.

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Food industry is an eternal business. Badan Pusat Statistik (BPS) has recorded, that in 2010 there were 2.916 restaurants with medium and large business scale in Indonesia. Quick-casual dining segment has become one of the biggest food service industry in the world. Solaria is the one of quick casual restaurant form in Indonesia.

The objective of this research is to determine the influence of the restaurant image, perceived value and customer satisfaction on consumer behavioral intention Solaria. This research is using descriptive research design with survey method. Non probability sampling with judgment sampling technique were used to collect 275 samples. Questionnaire with Likert scale was used as measuring tool. SEM data analysis technique applied to achieve the objective of this research.

The result displays that customer satisfaction is able to directly shape the behavioral intention. Restaurant image is able to directly shape perceived value and it's able to shape customer satisfaction indirectly with perceived value as the mediation. More over, perceived value is able to directly shape customer satisfaction and it's able to shape behavioral intention indirectly with customer satisfaction as the mediation. It showed that customer satisfaction has significant mediating role in forming behavioral intention in the quick-casual restaurant industry."

"Penelitian ini bertujuan untuk mengidentifikasi dining factors dalam mempengaruhi emosi positif, perceived value, dan behavioral intentions konsumen restoran Sushi Tei. Penelitian ini mengembangkan model Mehrabian-Russell dengan menambahkan food dan atmospherics authenticity untuk mengkaji bagaimana authenticity mempengaruhi behavioral intentions. Teknik sampling yang digunakan yaitu snowball sampling dan mall intercept dengan total sampel berjumlah 235 responden. Teknik analisis data yang digunakan adalah Structural Equation Model (SEM).Hasil penelitian menunjukkan kualitas makanan memiliki pengaruh positif terhadap emosi positif dan perceived value, tetapi atmospheric authenticity hanya berpengaruh positif terhadap perceived value. Selain itu emosi positif dan perceived value memiliki pengaruh positif terhadap behavioral intentions.

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This research is intended to identify how dining factors influence positive emotions, perceived value, and behavioral intentions of Sushi Tei customers. This research modified the extended Mehrabian-Russell model by adding the authenticity of food and atmospherics to examine how ethnic authenticity influences behavioral intentions. Sampling technique used snowball sampling and mall intercept with total sample are 235 respondents. This research used Structural Equation Modeling (SEM) as the data analysis technique.

The results show that food quality influences positive emotions and perceived value, but atmospheric authenticity only influences perceived value. Furthermore positive emotions and perceived value have an influence on behavioral intentions."

"Kompetisi dan tantangan pada industri penerbangan semakin ketat, salah satunya akibat semakin banyaknya bermunculan maskapai dengan konsep Low Cost Carrier (LCC) dan kebijakan Open Sky Policy ASEAN pada 2015. Oleh karena itu, tentu sangat perlu bagi maskapai untuk mempelajari hal-hal yang mempengaruhi pelanggannya dalam melakukan pembelian. Melalui metode SEM (Structural Equation Modeling), penelitian ini membahas pengaruh Perceived Quality, dengan variabel mediasi Perceived Equity, Perceived Value, Customer Satisfaction, Expected Switching Cost, & Brand Preference terhadap Repurchase Intention pelanggan maskapai Garuda Indonesia yang beroperasi dengan konsep Full Service Carrier (FSC). Hasil penelitian ini menunjukkan Brand Preference memiliki efek positif secara langsung atas Repurchase Intention, Expected Switching Cost memiliki efek positif secara langsung terhadap Brand Preference, Customer Satisfaction tidak berpengaruh secara langsung terhadap Brand Preference namun berpengaruh terhadap Expected Switching Cost, Perceived Value tidak berpengaruh terhadap Brand Preference namun berpengaruh terhadap Customer Satisafaction, Perceived Equity tidak berpengaruh baik terhadap Customer Satisfaction maupun Perceived Value, sedangkan Perceived Quality Service memiliki pengaruh positif langsung terhadap Perceived Equity Service dan Perceived Value.

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Competition and challenges in the aviation industry is getting tighter, due to the increasing number of airlines with the concept of Low Cost Carrier (LCC) and the Open Sky Policy in 2015. Therefore, it is certainly very necessary for the airlines to learn the things that influence customers in their purchasing decision. Through the method of SEM (Structural Equation Modeling), this study discusses about the influence of Perceived Quality, with mediating variables of Perceived Equity, Perceived Value, Customer Satisfaction, Switching Expected Cost, & Brand Preference towards Repurchase Intention from Garuda Indonesia airline customers that operate with the concept of Full Service Carrier (FSC).

The results of this study showed that Brand Preference has a direct positive effect on the Repurchase Intention, Expected Switching Cost has a direct positive effect on Brand Preference, Customer Satisfaction has no direct influence on Brand Preference but have influence to the Expected Switching Cost, Perceived Value has no effect on Brand Preference but have influence to Customer satisfaction, Perceived Equity has no effect either on Customer Satisfaction or Perceived Value, while Perceived Quality Service has a direct positive effect on Perceived Equity Services and Perceived Value."

"Untuk mengetahui sikap masyarakat terhadap premium restoran, peneliti ingin mengetahui faktor-faktor yang membuat konsumen merasa puas dengan restoran sehingga mampu memiliki hubungan yang baik, yaitu delapan dimensi gaya komunikasi, kualitas makanan, dan lingkungan fisik dapat mempengaruhi COSE, kepuasan, dan dedication behavior. Teknik analisis data yang digunakan adalah Structural Equation Modeling (SEM).Hasil penelitian menunjukan gaya komunikasi perhatian, meninggalkan kesan dan santai memiliki pengaruh positif terhadap COSE. Selanjutnya, lingkungan fisik dan kualitas makanan memiliki pengaruh positif terhadap kepuasan. Dan kepuasan serta COSE berpengaruh positif terhadap dedication behavior.

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To know people's behavior about premium restaurant, the manufacturer is expected to find out factors which make customers feel satisfied with the restaurant, to build good relationship between them, which are eight dimensions of communication style, food quality, physical environment, which influences COSE, satisfaction, and dedication behavior. This research used Structural Equation Modeling (SEM) as data analysis technique.

The result showed that communication style, which are attentive, impression leaving, and relax have a positive impact on COSE. Furthermore, physical environment and food quality have a positive impact on satisfaction, additionally satisfaction and COSE have a positive impact to dedication behavior."

"Penelitian ini bertujuan menganalisis pengaruh service environments terhadap customer positive emotiosn, customer satisfaction dan behavioral intentions pelanggan pada konteks jasa Natasha Skin Care. Penelitian ini berpedoman dari teori Mehrabian Russel yang menyatakan hubungan antara lingkungan fisik dan sosial jasa dan emosi pelanggan dalam membangun niatan berperilaku. Penelitian ini menggunakan metode pengolahan data Structural Equation Modeling (SEM). Teknik sampling yang digunakan adalah purposive sampling dan snowball dengan total sampel berjumlah 172 responden. Hasil analisis dari penelitian ini menunjukkan bahwa dari konteks service environment hanya employee's displayed emotion yang dapat mempengaruhi customer positif emotions dan customer satisfaction pada pelanggan dan juga konteks service environments lain yaitu design factors hanya mempengaruhi timbulnya customer positif emotions. Adanya emosi positif pada pelanggan nantinya akan mempengaruhi adanya kepuasan pelanggan atas layanan yang didapat dan kepuasan tersebut akan mempengaruhi niat berperilaku positif terhadap Natasha Skin Care.

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The focus of this study is to analyse the influence of service environments on Customer positive Emotions, Customer Satisfaction and Behavioral Intentions in the context of was guided by Mehrabian Russell's theory which states the relationship between physical and social environments and customer emotions in establishing behavioral intentions customers. This research used Structural Equation Modeling (SEM) as data processing technique The sampling technique which is used is purposive sampling and snowball with a total sample of 172 respondents.

The result of this research shows that employee's displayed emotion can affect customer positive emotions and customer satisfaction, design factors can only affect customer positive emotions. Customer positive emotion will influence customer satisfaction on service. Satisfaction on service will influence behavioral intentions towards Natasha Skin Care."

"Bandar udara sudah melakukan transformasi bisnis, dari yang dulunya hanya berfokus pada penyediaan fasilitas publik menjadi multi jasa yang berfokus pada kenyamanan penumpang pesawat udara dengan menghadirkan berbagai aktivitas, layanan, proses, dan teknologi yang pada akhirnya mampu menciptakan airport experience bagi penumpang. Oleh sebab itu, manajemen bandara mulai menerapkan konsep airport experience melalui penciptaan pengalaman yang diinginkan penumpang. Penelitian ini bertujuan untuk menganalisis pengaruh faktor-faktor airport experience terhadap kepuasan penumpang dan niat mereka untuk mengunjungi kembali (revisit intention), serta menyebarkan informasi positif dari mulut ke mulut (positive word of mouth). Data penelitian didapatkan dari enam ratus tujuh puluh responden penumpang di Bandara Internasional Yogyakarta. Data tersebut dianalisis menggunakan pendekatan kuantitatif dengan metode Structure Equation Modelling. Hasil penelitian menunjukkan bahwa security, airport facilities, serviscape, sense of place, finding way, dan check in memiliki pengaruh positif terhadap kepuasan penumpang. Selain itu, kepuasan penumpang juga mempengaruhi secara positif niat mereka untuk mengunjungi kembali (revisit intention), serta menyebarkan informasi positif dari mulut ke mulut (positive word of mouth).

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The airport has undergone a business transformation, from its previous focus solely on providing public facilities to becoming a multi-service provider by offering various activities, services, processes, and technologies that ultimately create an airport experience for passengers. As a result, airport management has begun implementing the concept of airport experience through the creation of desired passenger experience. The objective of study is analyse the factors of airport experience and its influence on passenger satisfaction, revisit intention, and positive word of mouth. A quantitative research approach was employed, and primary data collected from sample of 670 passengers at Yogyakarta International Airport through the use of online questionnaires. The research hypothesis tested using Structural Equation Modeling to determine whether the various factors related to airport experience have a positive influence on passenger satisfaction. The findings of the study indicate that security, airport facilities, serviscape, sense of place, finding way, and check-in have a positive influence on passenger satisfaction. Furthermore, passenger satisfaction also positively influences their intentions to revisit and their likelihood of spreading positive word-of-mouth information."

"Bertambahnya jumlah restoran di Indonesia setiap tahunnya berdampak terhadap kompetisi di industri tersebut yang semakin ketat. Agar dapat menonjol di antara kompetitor yang ada, maka citra baik di mata konsumen diperlukan oleh suatu restoran. Hal ini dapat terpenuhi melalui penyebaran word of mouth positif pada komunitas. Penelitian ini menguji apakah perilaku karyawan yang terdiri dari aspek layanan pribadi dan fungsional dalam industri restoran memiliki dampak pada kepuasan pelanggan dan niat seseorang melakukan word of mouth. Pendekatan yang dilakukan adalah dengan metode survei dan kuesioner dibagikan kepada 198 responden yang sudah pernah ke salah satu restoran yang bertipe casual dining dan berlokasi di sekitar Jakarta. Kemudian data yang terkumpul dianalisis dengan menggunakan Structural Equation Model (SEM), yaitu software AMOS 22. Berdasarkan hasil penelitian, baik aspek personal maupun fungsional secara signifikan dapat memprediksi kepuasan pelanggan, walaupun aspek fungsional berperan lebih besar dibandingkan aspek personal. Hasil dari kepuasan pelanggan pada akhirnya akan berpengaruh positif pada WOM. Ditemukan pula bahwa keunikan dari tema restoran menjadi salah satu faktor yang mempengaruhi kecenderungan seseorang untuk merekomendasikan restoran ke teman ataupun koleganya.

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The increasing of restaurant numbers every year has affected the intensity of competition in the restaurant industry. In order to be stand out among competitors, the good perceived image of the restaurant is needed and could be maintained by positive word of mouth spread in the community. The present study examines if employee behavior comprising of personal and functional service aspects in casual dining restaurant has an impact on customer satisfaction and word of mouth intention. Using a survey approach, the questionnaire was distributed to 198 respondents which were already been to one of the particular casual dining restaurants in Jakarta. The data were analyzed using structural equation modeling with AMOS 22. Based on the results of the study, both personal and functional aspects can significantly predict customer satisfaction, although the functional aspects have contributed more significantly than the personal aspects. In addition, the result revealed that customer satisfaction will eventually affect word of mouth positively. It was also found that the uniqueness of the restaurant theme, atmosphere are the factors that affect the tendency of someone to recommend the restaurant to friends or colleagues."

"Skripsi ini meneliti pengaruh event quality terhadap satisfaction dan behavioral intention pada studi kasus Jazz Goes To Campus Festival yang merupakan acara festival jazz tertua di Indonesia. Responden dalam penelitian ini adalah pengunjung acara The 37th Jazz Goes To Campus yang diadakan pada tahun 2014 yang merupakan tahun terakhir festival tersebut diadakan saat penelitian ini dilakukan yang mayoritas berdomisili di wilayah Jakarta, Bogor, Depok, Tangerang, dan Bekasi. Metode yang digunakan untuk mengolah data dalam penelitian ini adalah regresi linear sederhana dan regresi linear berganda dengan software SPSS 22.Hasil penelitian menunjukkan bahwa event quality signifikan mempengaruhi satisfaction dan behavioral intention serta satisfaction memediasi secara penuh hubungan antara event quality dan behavioral intention.

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This research analyses the effect of event quality on satisfaction and behavioral intention on the case of Jazz Goes To Campus Festival, which is the oldest jazz festival in Indonesia. Respondents of this research are those who visited The 37th Jazz Goes To Campus Festival which was held in 2014 in which it is the latest annual event held while this research is being conducted. The respondents who participate in this research reside in Jakarta, Bogor, Depok, Tangerang, and Bekasi area. This research uses simple and multiple linear regression with SPSS 22 software to process the data.

The result of this research shows that event quality significantly affects satisfaction and behavioral intention, and satisfaction fully mediates the relation of event quality and behavioral intention."

"Restoran merupakan usaha yang dapat mendukung perlu konsumtif masyarakat Indonesia dan menjadi salah satu usaha yang terus berkembang sampai saat ini. Namun, dengan berkembangnya usaha restoran, menjadi kompetisi semakin kuat antar restoran lainnya, peran kepuasan pelanggan sangat berkengaruh terhadap peningkatakn keuntungan perusahaan. Maka dari itu, Manajemen Waroeng Spesial Sambal perlu mengetahu faktor-faktor yang berpengaruh terhadap niat mengunjungi kembali repurchase intention melalui kepuasan pelanggan customer satisfaction. Diteliti pengaruh faktor Food Quality, Service Quality, Physical Environment, Price, External Environment, dan Cleanliness Hygiene terhadap kepuasan pelanggan Customer Satisfaction dengan menggunakan metode SEM-PLS. Penelitian ini mengambil studi kasus pada Waroeng Spesial Sambal untuk cabang daerah Jabodetabek. Hasil dari penelitian ini dapat dihunakan untuk meningkatkan kepuasan pelanggan Customer Satisfaction Waroeng Spesial Sambal cabang Jabodetabek, sehingga dapat bersaing dengan restoran lainnya yang ada di Indonesia.

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The restaurant is an effort that can support the consumptive needs of the people of Indonesia and become one ofthe businesses that continue to grow to date. However, as the restaurant business grows, as the competition getsstronger among other restaurants, the role of customer satisfaction greatly affects the increase in corporate profits.Therefore, Management Special Waroeng Sambal need to know the factors that affect the intention of repurchase repurchase intention through customer satisfaction customer satisfaction . The influence of factors of FoodQuality, Service Quality, Physical Environment, Price, External Environment, and Cleanliness Hygiene onCustomer Satisfaction by using SEM PLS method. This study takes a case study on Waroeng Special Sambal forJabodetabek regional branch. The results of this research can be used to improve customer satisfaction Customer Satisfaction Waroeng Special Sambal Jabodetabek branch, so it can compete with other restaurantsin Indonesia."

"Penelitian ini membahas faktor-faktor yang mempengaruhi loyalitas female blue collar worker dalam membeli suplemen penambah darah. Loyalitas konsumen dipengaruhi oleh perceived value dan kepuasan konsumen, serta dimoderasi switching cost. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Berdasar hasil penelitian diketahui bahwa perceived value berpengaruh positif terhadap customer loyalty, customer satisfaction berpengaruh pada customer loyalty dan perceived value berpengaruh pada customer satisfaction. Sedangkan variabel switching cost tidak dapat memoderasi pengaruh perceived value terhadap customer loyalty tetapi memoderasi pengaruh customer satisfaction terhadap customer loyalty.

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This study discusses the factors that affect the female blue collar worker loyalty in buying blood booster supplement. Customer loyalty is influenced by perceived value and customer satisfaction, and switching costs moderated. This research is descriptive quantitative research design. Based on the survey results revealed that perceived value positive effect on customer loyalty, customer satisfaction affects customer loyalty and perceived value affect customer satisfaction. While the switching cost variables can not moderate the effect of perceived value on customer loyalty but moderating influence on customer loyalty customer satisfaction."