Abstract
The development of restaurants in Bali as one part of the tourism industry is very rapid. Started from the small scales to luxury restaurants. In order to survive the harsh competition, those who enter the culinary industry must have innovation or provide the best service. Providing a good service quality will have impact on customer satisfaction mediated by perceived value. This study was conducted to determine the role of perceived value that mediate the quality relationship with consumer satisfaction (consumer studies at Semu Jaen Restaurant Ubud). The number of samples taken is 90 people with non-probability sampling method, especially purposive sampling. Data collection was done by spreading the questionnaire. Data analysis techniques used were patch analysis and test sobel. Based on this research, it is found that the service quality has positive and significant influence to customer satisfaction, and perceived value significantly mediates the relationship of service quality with the consumer satisfaction.
Highlights
The development of restaurants in Bali as one part of the tourism industry is very rapid
have impact on customer satisfaction mediated by perceived value
This study was conducted to determine the role of perceived value that mediate the quality relationship with consumer satisfaction
Summary
Perkembangan restoran di Bali sebagai salah satu bagian dari industri pariwisata sangat pesat. Mulai dari berskala kecil sampai dengan restoran mewah. Pihak yang memasuki industri kuliner harus memiliki inovasi atau memberikan palayanan yang terbaik. Pemberian kualitas pelayanan yang baik akan berdampak pada kepuasan konsumen yang dimediasi oleh perceived value. Penelitian ini dilakukan untuk mengetahui peran perceived value memediasi hubungan kualitas dengan kepuasan konsumen (studi pada Semu Jaen Restaurant Ubud). Teknik analisis data yang digunakan adalah patch analysis dan uji sobel. Hasil analisis menunjukkan bahwa kualitas pelayanan mempunyai pengaruh yang positif dan signifikan terhadap kepuasan konsumen, dan perceived value secara signifikan memediasi hubungan kualitas pelayanan dengan kepuasan konsumen. Kata kunci: kualitas pelayanan, perceived value, dan kepuasan konsumen
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