The Effect of Restaurant Atmosphere on Customer Satisfaction and The Effect of Customer Satisfaction on Repurchase Intention at Amber Resort Lombok Restaurant

Penulis

  • Hendri Yadi Saputra Politeknik Pariwisata Lombok

DOI:

https://doi.org/10.29303/intour.v2i2.830

Kata Kunci:

Restaurant, Satisfaction, Consumer, Amber Resort.

Abstrak

This study aims to determine the effect of restaurant atmosphere on customer satisfaction and Repurchase Intention at Amber Lombok Beach Resort, Data collection in this study used questionnaires distributed directly to guests, and was also carried out by directing respondents to an online questionnaire by providing a google form link on the device provided by the researcher. This study includes variables of comfort level, restaurant scenery, restaurant appearance, consumer satisfaction, and repurchase intentions. The analysis used to test the validity and reliability of the questionnaire and test the hypothesis in this study used SPSS and Smart PLS. The results showed that the restaurant atmosphere consisting of comfort level, restaurant scenery, and restaurant appearance has a significant effect on customer satisfaction, as well as for the variable customer satisfaction has a significant effect on repurchase intentions.

Referensi

Agoes, A., & Pasaribu, N. F. (2015). Kajian Pustaka Mengenai Restaurant Atmosphere. Binus Business Review, 6(1), 110. https://doi.org/10.21512/bbr.v6i1.994

Ariwibowo, M. F., Samsir, & Jahrizal. (2020). Pengaruh Atmosfir Restoran Terhadap Pengalaman Dan Kepuasan Serta Dampaknya Pada Keputusan Pembelian Pelanggan (Studi Kasus Dapur Dipo Diponegoro Pekanbaru). XII(3), 491–499.

Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: The confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29–45. https://doi.org/10.1504/IJTP.2015.075141

Awi, Y. L., & Chaipoopirutana, S. (2014). A Study of Factors Affecting Consumer’s Repurchase Intention Toward XYZ Restaurant, Myanmar. https://doi.org/10.15242/icehm.ed0814093

Bentler, P. M., & Hu, L. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424–453.

Chin, W. W., Chinn, W. W., & Chin, W. W. (1998). The partial least squares approach to structural equation modelling. In Marcoulides G. A. (Ed.). Modern Methods for Business Research, 295(2), 295–336.

Fornell, C., & Larcker, D. F. (1981a). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

Fornell, C., & Larcker, D. F. (1981b). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312

Giese, J. L., & Cote, J. A. (2002). Definining Customer Satisfaction. Academy of Marketing Science Review, 2000(1), 27. Retrieved from http://www.amsreview.org/articles/giese01-2000.pdf

Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128

Hair, J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling. SAGE Publications Inc.

Harianto, D. dk. (2013). Analisa pengaruh kualitas layanan, brand image, dan atmosfer terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening konsumen kedai deja- vu Surabaya. Jurnal Manajemen Pemasaran, 1(1), 1–8.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11–12), 1762–1800. https://doi.org/10.1108/03090560310495456

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8

Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.36226/jrmb.v4i1.251

Ishmael, & Dei, R. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36. Retrieved from http://doi.org/10.5281/zenodo.1247542

James S. Toding, D. W. M. (2022). MENSI BRAND GESTALT SEBAGAI PREDIKTOR KEPUASAN PELANGGAN DAN NIAT MEMBELI ULANG PELANGGAN UMKM. JURNAL ILMIAH MANAJEMEN BISNIS DAN INOVASI UNIVERSITAS SAM RATULANGI, Vol. 9.

Kotler, K. (1999). Marketing Management: An Asian Perspective - 5th Edition. Marketing-Management.

Kristiana, M., & Muhammad, E. (2017). Pengaruh Store Atmosphere Dan Kualitas Layanan Terhadap Kepuasan Konsumen Cafe Heerlijk Gelato Perpustakaan Bank Indonesia Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 01(01), 113–117.

Lim Evelyn, & Kristanto Luciana. (2019). Pengaruh Cahaya pada Tata Letak Meja terhadap Kenyamanan Visual Pengunjung Restaurant. Jurnal EDImensi Arsitektur, VII(1), 393–400.

Liu, C.-M., Huang, C. J., & Chen, M. L. (2014). Relational benefits, customer satisfaction, and customer loyalty in chain store restaurants. International Journal of Organizational Innovation (Online), 7(1), 46–56.

Mas’ud, A. A., Rombe, E., & Nainggolan, E. P. (2018). Pengaruh Kepuasan Konsumen Terhadap Perilaku Pembelian Ulang Konsumen Pada Café Dan Resto Bangi Kopitiam Di Kota Palu. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 4(1), 71–80. https://doi.org/10.22487/jimut.v4i1.107

Novelli, M., Gussing Burgess, L., Jones, A., & Ritchie, B. W. (2018). ‘No Ebola…still doomed’ – The Ebola-induced tourism crisis. Annals of Tourism Research, 70, 76–87. https://doi.org/https://doi.org/10.1016/j.annals.2018.03.006

Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (3th ed.). New York: McGraw-Hill.

Philip, K. (1973). Kotler - Atmospherics as a marketing tool (cité 171) - 1973.pdf. Journal of Retailing, pp. 48–64.

Pramatatya, V., Najib, M., & Nurrochmat, D. R. (2004). Pengaruh Atmosfer Kedai Kopi Terhadap Emosi Dan Keputusan Pembelian Ulang. Jurnal Manajemen Dan Agribisnis, 12(2), 126–136. https://doi.org/10.17358/jma.12.2.126

Pranatawijaya, V. H., Widiatry, W., Priskila, R., & Putra, P. B. A. A. (2019). Penerapan Skala Likert dan Skala Dikotomi Pada Kuesioner Online. Jurnal Sains Dan Informatika, 5(2), 128–137. https://doi.org/10.34128/jsi.v5i2.185

Ramanathan, R., Di, Y., & Ramanathan, U. (2016). Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant. Benchmarking, 23(2), 469–486. https://doi.org/10.1108/BIJ-01-2015-0012

Riskiyah, N., Kunaifi, A., Matnin, M., & Asyari, Q. (2020). Store Atmosphere Dalam Meningkatkan Keputusan Pembelian Pada Restoran Kapal Jodoh Batu Marmar Pamekasan. Al Iqtishod: Jurnal Pemikiran Dan Penelitian Ekonomi Islam, 8(2), 54–62. https://doi.org/10.37812/aliqtishod.v8i2.158

Romadhon, R. D., & Rachman, M. M. (2021). Pengaruh kualitas pelayanan kualitas produk dan suasana restoran terhadap kepuasan konsumen pancious restoran cws. Journal of Sustainability Bussiness Research (JSBR), 2(1), 597–604. Retrieved from http://jurnal.unipasby.ac.id/index.php/jsbr/article/view/3440

Setiadi. (2008). Perilaku Konsumen Konsep dan Implikasi untuk Strategi dan Penelitian Pemasaran. Kencana Prenada Group.

Sholihah, I. A. (2020). Pengaruh Suasana Cafe dan Kualitas Layanan Terhadap Kepuasan Konsumen di Merdeka Cafe Nganjuk. Jurnal Pendidikan Tata Niaga, 8(1), 750–756.

Stroebele, N., & De Castro, J. M. (2004). Effect of ambience on food intake and food choice. Nutrition, 20(9), 821–838. https://doi.org/10.1016/j.nut.2004.05.012

Suhr, D. D. (2006). Exploratory or confirmatory factor analysis? University of Northern Colorado, CO.

Diterbitkan

2023-10-23

Cara Mengutip

Saputra, H. Y. (2023). The Effect of Restaurant Atmosphere on Customer Satisfaction and The Effect of Customer Satisfaction on Repurchase Intention at Amber Resort Lombok Restaurant. Jurnal Internasional Riset Bisnis Pariwisata, 2(2), 60–73. https://doi.org/10.29303/intour.v2i2.830