Calvin, Calvin and Adam, Mochammad Riyadh Rizky (2020) THE INFLUENCE OF RESTAURANTS' PHYSICAL ENVIRONMENT ON DISCONFIRMATION, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY: THE CASE STUDY OF KAYU-KAYU RESTAURANT. Bachelor thesis, Swiss German University.

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Abstract

Food and Beverage industry has become one of the growing sectors in tourism and hospitality industry. As a part of a lifestyle, food and beverage industry are competing each other with their own uniqueness to create a good restaurant or cafe that stands out than any other. Apart from a good food, the owner of a food and beverage industry needs to consider the concept that needs to stands out which is the physical environment of a restaurant. This research is to find out whether physical environment elements; facility aesthetic, lighting, ambiance, layout, table settings, and service gives influence on disconfirmation that can leads to customer satisfaction and customer loyalty. This study is using primary research by spreading online questionnaires to collect the data. The collected data will be process with two test, Pre-test with SPSS software to check the validity and reliability with 30 respondents. The second test, is the big sample with 195 respondents using SPSS software and AMOS software. The result from the test showed that, two hypotheses which is lighting and table settings does not have a significant influence or rejected and the service and service staff has the strongest relationship in physical environment elements towards disconfirmation. From the total of 9 hypothesis, disconfirmation towards customer satisfaction has the strongest significant. As for customer satisfaction towards loyalty, this seems did not have a significant influence because the test is rejected.

Item Type:	Thesis (Bachelor)
Subjects:	N Fine Arts > NA Architecture > NA7855 Restaurants
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Mr Arinton Sinaga
Date Deposited:	13 Dec 2024 03:15
Last Modified:	13 Dec 2024 03:15
URI:	http://repository.sgu.ac.id/id/eprint/2769

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