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"ABSTRAKRestoran dalam berbagai bentuknya merupakan bisnis yang bertumbuh pesat diIndonesia. Salah satu bentuk restoran yang cukup berkembang, khususnya di kotabesar adalah restoran tematik dengan pembentukan lingkungan fisik danpelayanan sesuai tema tertentu. Skripsi ini membahas mengenai pengaruhlingkungan fisik, interaksi pelayanan, nilai kecocokan terhadap emosi dankepuasan konsumen restoran tematik. Penelitian ini dilakukan pada 202 respondenyang merupakan konsumen dari restoran tematik yang berada di wilayahJabodetabek. Sebuah model penelitian dengan tujuh hipotesis untuk mengetahuipengaruh antara variable independen, variabel intervening dan variabledependennya. Metode analisis yang digunakan pada penelitian ini adalah regresiberganda.

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ABSTRACTRestaurants in various forms is a business that is growing rapidly in Indonesia.One form of restaurant which is quite developed, especially in big cities is athematic restaurant with the formation of the physical environment and serviceaccording to a specific theme. This thesis deals with the influence of theservicescape, service encounter, perceived congruency on consumer emotion andsatisfaction at thematic restaurants. This research was conducted on 202respondents who were consumers of the thematic restaurant in Jabodetabek area.A research model with seven hypotheses to find out the influence betweenindependent variable, intervening variable and dependent variable. Methods ofanalysis used in this study is a multiple regression."

"Penelitian ini bertujuan untuk menganalisis sebuah model dari pengaruh kualitas makanan, lingkungan fisik, pelayanan terhadap citra restoran, nilai yang dipersepsikan pelanggan, kepuasan pelanggan dan intensi berperilaku pada restoran Nanny's Pavillon. Restoran ini dikenal dengan dekorasi gerainya yang memiliki tema berbeda-beda. Data yang dikumpulkan berasal dari para pelanggan yang pernah berkunjung di Nanny's Pavillon Pacific Place dengan penyebaran kuesioner. Analisis hasil uji ini menggunakan Tehnik two step approach untuk menilai hasil uji pengukuran dan struktural model. Hasil temuan menunjukkan bahwa kualitas lingkungan fisik mempengaruhi secara signifikan terhadap citra restoran. Kemudian kualitas makanan, lingkungan fisik, pelayanan mempengaruhi secara signifikan terhadap nilai yang dipesepsikan pelanggan. Ditemukan juga bahwa citra restoran mempengaruhi secara signifikan nilai yang dipersepsikan pelanggan. Citra restoran dan nilai yang dipersepsikan pelanggan mempengaruhi kepuasan pelanggan, dan kepuasan juga mempengaruhi secara signifikan terhadap intensi berperilaku.

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This research is to propose an integrated model that examines the impact of three foodservice quality (food, physical environment, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intention at Nanny’s Pavillon. The restaurantknown had a different theme decoration in every store. Data were collected from customers Nanny’s Pavillon restaurant located in Pacific Place Jakarta via a self-administered questionnaire. Two-step approach was used to assess the measurement and structural models.

Findings structural equation modeling shows that the quality physical environment were significant determinants of restaurant image. Also, the quality of the food, physical environment and service were significant predictors of customer perceived value. The restaurant image was also found to be a significant influence of customer perceived value. In addition, the results reinforced that restaurant image and customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a significant predictor of behavioral intentions."

"ABSTRAKPenelitian ini membahas Industri restoran di Indonesia yang merupakan salah satu industri yang paling menjanjikan dengan nilai sekitar US 1,5 miliar pada tahun 2013. Penelitian ini difokuskan untuk mengetahui hubungan antara perkembangan teknologi baru yang digunakan untuk layanan dan pemasaran yang dapat meningkatkan tingkat kepuasan pelanggan terhadap industry restoran Indonesia. Penelitian ini menjelaskan bagaimana alat teknologi seperti TV, AC, WiFi, Sound System, dan/atau Air Conditioner dapat membantu industri restoran untuk mendapatkan umpan balik yang lebih baik dari pelanggan dan dapat mengarahkan mereka untuk menjadi pelanggan setia. Metode yang digunakan pada penelitian ini adalah SCP, analisis faktor, dan analisis linear berganda secara berurutan. Berdasarkan metode yang dilakukan, dapat disimpulkan bahwa terdapat hubungan positif signifikanantara faktor teknologi dengan tingkat kepuasan pelanggan dari industri restoran di Indonesia.

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ABSTRACTIndonesia rsquo's restaurant industry is one of the most promising industries that valued around US 1.5 billion in 2013. The study focused to find the correlation between the development of new technology used for service and marketing which can enchance the level of customer satisfaction of the Indonesia rsquo s restaurant industry. This research explains how the tools of technology as well as TV, AC, WiFi, Sound System, and or Air Conditioner that can help restaurant rsquo s industry to gain more good feedback from customer which can lead them to becoming a loyal customer. By using SCP, factor analysis and multilinear analysis, this research has found the result from multi regresion analysis and concludes that there is significant positif correlation between the factor of technology with the level of customer satisfaction from Indonesia rsquo s restaurant Industry."

"Penelitian ini membahas mengenai atribut servicescape yang mempengaruhi pleasure-feeling dan perceived service quality terhadap perilaku konsumen untuk datang kembali (revisit intention). Penelitian ini menggunakan program SPSS seri 18.0 dengan analisis simple regression untuk mengetahui hubungan antara servicescape dan pleasure-feeling, servicescape dan perceived service quality, perceived service quality dan pleasure-feeling, serta servicescape dan revisit intention. Selanjutnya, multiple regression dilakukan untuk menguji apakah pleasure-feeling dan perceived service quality dapat menentukan revisit intention pelanggan yang berkunjung dan juga menguji apakah pleasure-feeling dan perceived service quality memediasi hubungan antara servicescape dan revisit intention. Penelitian ini menunjukan bahwa servicescape dapat mempengaruhi pleasure-feeling pada responden Nanny's Pavillon dan perceived service quality pada responden Solaria. Selanjutnya perceived service quality memiliki hubungan yang positif terhadap pleasure-feeling kedua responden restoran. Begitu pula dengan hubungan antara perceived service quality dan pleasure-feeling yang memiliki hubungan positif dengan revisit intention.

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This research investigates servicescape attribute of influencing pleasur-feeling and perceived service quality in revisit customer behaviour (revisit intention). This research implemented SPSS series 18.0 through simple regression to investigate relation between servicescape and pleasure-feeling, servicescape and perceived service quality, perceived service quality and pleasure-feeling, aslo servicescape and revisit intention. Furthermore, multiple regression was applied to test whether pleasure-feeling and perceived service quality may determine revisit intention of visiting customer and also mediating relation between servicescape and revisit intention.

This research suggest that servicescape may influence pleasure-feeling on Nanny's Pavillon respondence and perceived service quality on Solaria respondence. Additionaly, perceived service quality may have positive relation on pleasure-feeling on both of respondence group. Also the relation of perceived service quality and pleasure-feeling which is affirmativley related with revisit intention."

"ABSTRAKPergeseran peran konsumen dan kemajuan teknologi informasi berbasis internet memberikan jalan sekaligus memacu pemilik bisnis dan pemasar untuk terus menerus memperbarui strategi pemasarannya. Saat ini peran produsen dan konsumen tidak lagi terpisah dalam hal penciptaan nilai. Nilai suatu produk diciptakan bersama oleh produsen dan konsumen melalui integrasi sumber daya dan penerapan kompetensi, atau yang lebih dikenal dengan value co-creation. Penelitian ini bertujuan untuk mencari tahu pengaruh experiential marketing dan persepsi kemudahan penggunaan terhadap kepuasan dan niat beli konsumen dalam konsep value co-creation.Penelitian ini menggunakan metode eksperimental dengan membagi responden menjadi empat kelompok dengan kombinasi treatment yang berbeda. Penelitian diikuti oleh 120 responden yang dipilih secara acak dan melakukan penelitian di wilayah Jabodetabek. Data yang diperoleh diuji dengan menggunakan independent sample t-test untuk melihat perbedaan rata-rata kepuasan dan niat beli konsumen di masing-masing kelompok beserta signifikansinya.Hasil analisis dengan metode uji t mendapatkan bahwa kombinasi treatment yang menghasilkan tingkat kepuasan dan niat beli konsumen paling tinggi adalah kombinasi experiential marketing tinggi dan persepsi kemudahan penggunaan tinggi. Namun dari hasil pengujian lebih lanjut, ditemukan bahwa treatment penjelasan secara lisan pada variabel persepsi kemudahan penggunaan justru menurunkan tingkat kepuasan dan niat beli konsumen.

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ABSTRACTThe shifting of customers’ role and the proliferation of internet-based information technology have facilitated and triggered the business to continuously improve their marketing strategy. Now value creation cannot be separated between producers and consumers. Through the integration of resources and competencies producer and customer co-create the value. This phenomenon is known as value co-creation. This research is aimed to explore the effect of experiential marketing and perceived ease of use (PEOU) on customer satisfaction and customer purchase intention within value co-creation setting.This research uses experimental methodology by grouping the respondences into four group of different treatment. The research uses 120 randomly-chosen samples from Jabodetabek area. The data then be tested using independent sample t-test to measure the difference of mean satisfaction and mean purchase intention between different group.T-test measurement shows that the group of high experiential - high PEOU results highest satisfaction and purchase intention level among other groups. In addition, further research shows that treatment by oral explanation decreases the level of customer satisfaction and customer purchase intention."

"ABSTRAKSkripsi ini membahas mengenai pengaruh kecerdasan emosional terhadap efektivitas pemimpin, efektivitas tim, dan iklim pelayanan melalui kepemimpinan transformasional sebagai mediator. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif lebih spesifik pada single cross sectional design. Penelitian ini menggunakan data dari karyawan yang bekerja dalam suatu tim di perusahaan konsultan. Setiap variable diukur dengan menggunakan kuesioner dan hasilnya diolah dengan software Structural Equation Modeling (SEM). Hasil dari penelitian ini menunjukkan bahwa kepemimpinan transformasional akan memediasi kecerdasan emosional dengan efektivitas pemimpin, efektivitas tim, dan iklim pelayanan secara positif. Dampak secara praktiknya akan dibahas lebih lanjut dalam penelitian ini beserta batasan penelitian dan ide untuk penelitian di masa depan.

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The focus of this study is to discuss about the effect of emotional intelligence to leadership effectiveness, team effectiveness, and service climate through transformational leadership as a mediator. This study is a quantitative research with using descriptive design more specifically on single cross sectional design. This study use the data from the employee that work in a team in consultant firm. Every variable measure with questionnaire and the result will be analyzed by Structural Equation Modeling (SEM) software.

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ABSTRACT

The result from this study shows transformational leadership mediates the relationship between emotional intelligence and leadership effectiveness, team effectiveness, and service climate positively. The practical implications of this study are discussed together with the limitation and ideas for future research."

"Pertumbuhan konsumen kelas menengah atas menimbulkan tren gaya hidup baru di Jakarta, yaitu konsumsi restoran kelas menengah atas khususnya pada tipe restoran casual-dining. Penelitian ini bertujuan untuk menganalisa hubungan antara variabel-variabel Service Qualities yaitu Physical Environment Quality, Interactional Quality, dan Outcome Quality, serta pengaruhnya terhadap variabel Consumer Utilitarian Attitudes Toward Brands, Consumer Hedonic Attitides Toward Brands, dan Brand Preference dari konsumen restoran casual-dining. Penelitian ini menggunakan sampel konsumen berusia 18-33 tahun yang pernah mengunjungi restoran casual-dining di Jakarta dalam kurun waktu 6 (enam) bulan terakhir dengan metode non-probability sampling. Data hasil penelitian dioleh menggunakan metode Structural Equation Modeling. Hasil penelitian menunjukkan bahwa Physical Environment Quality, Interactional Quality, dan Outcome Quality saling berhubungan dan memiliki pengaruh positif satu sama lain. Kemudian, Interactional Quality dan Outcome Quality memiliki pengaruh positif terhadap Utilitarian Attitude dan Hedonic Attitude. Pada akhirnya, Utilitarian Attitude dan Hedonic Attitude terbukti memiliki pengaruh positif terhadap Brand Preference.

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The growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of upper-middle class restaurants, specifically casual-dining restaurants. The purpose of this research is to analyze the relationship between the variables of Service Qualities, which are Physical Environment Quality, Interactional Quality, and Outcome Quality, as well as their effects on Consumer Utilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and Brand Preference in casual-dining restaurants. This research uses sample of young adult consumers from 18-33 age group who have visited casual-dining restaurant in Jakarta in the last 6 (six) months using non-probability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Physical Environment Quality, Interactional Quality, and Outcome Quality are interrelated and have positive effects on each other. Interactional Quality and Outcome Quality positively affect Utilitarian Attitude and Hedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affect Brand Preference."

"ABSTRAKDalam industri jasa, service delivery yang terdiri dari physical service danpersonnel service merupakan bagian yang terlihat saat terjadi interaksi antarakonsumen dan produsen jasa. Bagian ini sangat penting dalam mendorong respondari konsumen, salah satunya satisfaction dan commitment konsumen. Satisfactiondan commitment konsumen sangat penting bagi kelangsungan usaha produsen.Tujuan dari penelitian ini untuk menganalisis pengaruh physical service danpersonnel service terhadap satisfaction dan commitment konsumen. Penelitian inimenggunakan 155 responden nasabah Bank BRI Unit Pulo Jahe. Hasil penelitianmenunjukkan bahwa physical service dan personnel service berpengaruhsignifikan terhadap satisfaction, sedangkan physical dan personnel serviceberpengaruh signifikan terhadap commitment serta satisfaction berpengaruhsignifikan terhadap commitment.

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ABSTRACTIn the service industry, service delivery consisting of physical service andpersonnel service are part visible when there is interaction between consumersand producers of service. This part is very important in encouraging responsefrom consumers, such as satisfaction and consumer commitment. Consumersatisfaction and commitment are very important for business continuity producer.Purpose of this study was to analyze the effect of physical service and personnelservice to consumer satisfaction and commitment. This research uses 155respondent Bank BRI Unit Pulo Jahe customers. The result showed that thephysical service and personnel service have significant effect on satisfaction, atthe same time physical service and personnel service do not significant effect oncommitment and satisfaction have significant effect on commitment."

"Dalam menghadapi persaingan yang semakin meningkat dan konsumen yang semakin cerdas, membuat para penyedia jasa layanan tertarik untuk meningkatkan hubungan-hubungan dengan konsumen dan membangun loyalitas konsumen. Tujuan penelitian ini adalah menganalisa pengaruh service encounter quality dimensions yaitu technical quality, empathy, dan physical environment terhadap perceived value, customer satisfaction dan loyalty melalui perceived risk. Hasil penelitian menunjukkan bahwa technical quality, empathy dan physical environment berpengaruh signifikan terhadap customer satisfaction dan perceived value. Perceived value berpengaruh signifikan terhadap customer satisfaction. Customer satisfaction dan perceived value berpengaruh signifikan terhadap customer loyalty. Pengaruh perceived risk terhadap hubungan customer satisfaction dan perceived value dengan customer loyalty tidak signifikan.Penelitian terdahulu yang dilakukan oleh Jackie Lai - Ming Tam meneliti hubungan antara unsur tersebut dan menyatakan ada hubungan yang signifikan diantara mereka. Hasil penelitian ini memiliki perbedaan dengan hasil penelitian sebelumnya diduga karena adanya perbedaan budaya yang dimiliki.

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In the face of increasing competition and increasingly savvy consumers, making the service providers interested in improving their relationships with consumers and build customer loyalty.

The purpose of this study was to analyze the effect of service encounter quality dimensions, namely technical quality, empathy, and physical environment on the perceived value, customer satisfaction and loyalty through perceived risk.

The results showed that the technical quality, empathy and physical environment have a significant effect on customer satisfaction and perceived value. Significant effect on the perceived value and customer satisfaction. Customer satisfaction and perceived value have a significant effect on customer loyalty. Influence on the relationship between perceived risk and perceived value and customer satisfaction to customer loyalty is not significant.

Previous research conducted by Jackie Lai - Ming Tam investigated the relationship between these elements and expressed no significant relationship between them. The results of this study have differences with the results of previous studies presumably because of differences in the culture."

"ABSTRAKSkripsi ini dimaksudkan untuk melihat pengaruh dari penerapan strategi experiential marketing yang dilakukan pada salah satu perusahaan produk kecantikan terkemuka di dunia dan di Indonesia, yaitu The Body Shop Indonesia. Penelitian terdahulu telah membuktikan bahwa dimensi experiential marketing mempengaruhi perceived experiential value konsumen, tingkat kepuasaan pelanggan, dan tingkat loyalitas pelanggan terhadap merek tertentu. Penelitian ini didesain untuk mengetahui hubungan dan pengaruh antara experiential marketing, perceived experiential value, customer satisfaction, dan customer loyalty. Responden dalam penelitian ini adalah 236 konsumen yang telah mengunjungi dan/atau berbelanja di counters The Body Shop Indonesia di wilayah Jabodetabek dalam kurun waktu 3 bulan terakhir. Sebuah model penelitian dengan enam hipotesis diuji menggunakan Structural Equation Modeling (SEM) untuk mengetahui hubungan antara experiential marketing,perceived experiential value, customer satisfaction, dan customer loyalty. Hasil penelitian menemukan bahwa experiential marketing memiliki pengaruh terhadap ketiga variabel, yaitu tingkat perceived experiential value konsumen, kepuasan dan loyalitas pelanggan. Namun, diketahui pula bahwa tingkat perceived experiential value justru tidak berpengaruh signifikan terhadap loyalitas pelanggan. Pembahasan serta kontribusi dan saran penelitian juga dibahas.

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ABSTRACTThis research is conducted to examine the influence of experiential marketing strategy applied by one of the best beauty and cosmetics companies nationally and globally, The Body Shop Indonesia. Previous research showed that the dimensions of experiential marketing influenced consumers? perceived experiential value, customer satisfaction, dan customer loyalty. This research is designed to examine the relationship and the effect of experiential marketing on consumers? perceived experiential value, customer satisfaction, dan customer loyalty. It employed 236 sample respondents, who were included in this research if they have come to and/or shop at the counters of The Body Shop in Jabodetabek within the last 3 months. One conceptual framework and six hypotheses were tested by using Structural Equation Modeling (SEM) to analyze the relationship and effect of experiential marketing on consumers? perceived experiential value, customer satisfaction, dan customer loyalty. The result found that experiential marketing had significant influence on consumers?perceived experiential value, customer satisfaction, dan customer loyalty. On the other hands, consumers? perceived experiential value was found to be insignificantly influencing customer loyalty. Explanations, limitations and suggestions are also discussed."