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"Penelitian ini betujuan untuk menganalisis pengaruh service quality perception dan merchandise quality perception terhadap brand trust dan behavioral intentions pada industry Casual Dining Restaurant, yaitu pada restoran Warunk Upnormal. Penelitian ini menguji peran langsung dari service quality perception yang terdiri dari lima dimensi; tangible, reliability, responsiveness, assurance, dan empathy , dan merchandise quality perception, serta menguji peran brand trust sebagai variabel mediasi. Data dalam penelitian ini diperoleh dari 431 pelanggan Warunk Upnormal yang pernah mengunjungi dan makan di Warunk Upnormal, berusia 17-25 tahun, dan berdomisili di Jabodetabek. Data dianalisis menggunakan Structural Equation Modeling SEM dengan menggunakan Lisrel 8.80. Hasil dari penelitian ini menunjukkan bahwa: 1 service quality perception dan merchandise quality perception berpengaruh positif terhadap brand trust, 2 service quality perception and merchandise quality perception berpengaruh positif terhadap behavioral intentions, dan 3 brand trust berpengaruh positif terhadap behavioral intentions.

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This research aims to analyze the effects of service quality perception and merchandise quality perception toward brand trust and behavioral intentions on Warunk Upnormal Restaurant as a casual dining restaurant. This research examine direct role of service quality perception that consist of five dimensions tangible, reliability, responsiveness, assurance, and empathy , and merchandise quality perception, and also examine the role of brand trust as mediating variable. The data were collected from 431 customer from Warunk Upnormal, that have an experience eating in Warunk Upnormal, aged 17 25 years old, and live in Jabodetabek. Data analysis was performed using structural equation modeling SEM with Lisrel 8.80. The result shows that 1 service quality perception and merchandise quality perception positively influence brand trust, 2 service quality perception and merchandise quality perception positively influence behavioral intentions, 3 brand trust positively influences behavioral intentions. "

"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."

"Dalam satu dekade terakhir, pertumbuhan usaha kuliner di Indonesia sangat cepat. Warunk Upnormal muncul sebagai salah satu usaha yang tingkat pertumbuhannya sangat tinggi. Bagaimana Warunk Upnormal menjaga kualitas layanannya agar konsumen tetap merasa puas dan loyal? Penelitian ini meneliti pengaruh service quality, perceived value pada customer satisfaction dan loyalty yang dilakukan Warunk Upnormal di Jakarta. Menggunakan teknik non-probability sampling, kuesioner penelitian dibagikan kepada sebanyak 245 responden. Software yang digunakan untuk mengolah data adalah SPSS dan SmartPLS 3.0. Hasil menunjukkan bahwa service quality yang dilakukan oleh Warunk Upnormal berpengaruh postif terhadap customer satisfaction, dan customer satisfaction yang pada akhirnya memberikan pengaruh positif pada loyalitas pelanggan. Menarik untuk disikapi bahwa hasil dari variabel perceived value memperlemah hubungan antara service quality terhadap customer satisfaction. Implikasi manajerial dan saran untuk penelitian selanjutnya diberikan berdasarkan hasil penelitian yang dilakukan.

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In the past decade, the growth of culinary businesses in Indonesia is very fast. Warunk Upnormal emerged as one of the businesses whose growth rates were very high. How does Warunk Upnormal maintain the quality of its services so that consumers remain satisfied and ultimately loyal? This study studies the effect of service quality, perceived value on customer satisfaction and loyalty by Warunk Upnormal in Jakarta. Using the non-probability sampling technique, questionnaire distributed to 245 respondents. This research was processed using SPSS and SmartPLS 3.0 tools. Realizing the quality of service performed by Warunk Upnormal determines positively to customer satisfaction, and customer satisfaction determines which eventually provide a positif impact toward customer loyalty. It is interesting to note here that the perceives value aparently weakning the relationship between service quality and customer satisfaction. Managerial implication and and suggestions for further research are given based on the research report."

"Skripsi ini membahas hubungan antara komponen servicescape, image perception dan behavioral intention pada studi kasus Warunk Upnormal. Penelitian ini menggunakan metode conclusive descriptive dan cross-sectional. Teknik sampling yang digunakan adalah non-probability sampling yaitu convenience sampling, kemudian kuisioner disebar kepada 182 responden. Responden penelitian ini adalah pelanggan Warunk Upnormal yang digolongkan sebagai generasi milenial, yaitu yang berusia 18-37 di tahun 2018 dengan syarat pernah menongkrong di Warunk Upnormal pada tahun 2018 sebanyak minimal dua kali dengan waktu singgah minimal 30 menit. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian ini menunjukkan bahwa substantive staging of servicescape dan communicative staging of servicescape memiliki pengaruh positif terhadap perceived overall image. Kemudian perceived overall image memiliki pengaruh positif terhadap customer satisfaction. Dan di sisi lain, customer satisfaction juga memiliki pengaruh positif terhadap revisiting intention dan word-of-mouth intention.

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This study discusses the relationship between servicescape, image perception and behavioral intention components in the Warunk Upnormal case study. This study uses descriptive and cross-sectional conclusive methods. The sampling technique used was non-probability sampling, namely convenience sampling, then the questionnaire was distributed to 182 respondents. Respondents of this study are customers of Warunk Upnormal who are classified as millennials, namely those aged 18-37 in 2018 on the condition that they have to hang out at Warunk Upnormal in 2018 at least twice with a minimum of 30 minutes stop time. Data is processed using the Structural Equation Modeling method. The results of this study indicate that substantive staging of servicescape and communicative staging of servicescape has a positive influence on the perceived overall image. Then the perceived overall image has a positive influence on customer satisfaction. And on the other hand, customer satisfaction also has a positive influence on revisiting intention and word-of-mouth intention."

"Indonesia memiliki potensi bisnis retail yang baik di kalangan negara berkembang dan di prediksi untuk terus berkembang di masa depan. Ditambah dengan karakteristik konsumen Indonesia yang lebih memilih dan mencintai produk lokal, hal ini seharusnya menjadi pertanda baik bagi para entrepreneur untuk menjalani bisnis retail di Indonesia. Namun, pada kenyataannya masih banyak retailer yang mengalami kerugian dan menutup bisnisnya karena penjualan yang terus menurun. Hal ini menjadi alasan perlunya penggunaan strategi diferensiasi seperti menggunakan aspek servicescape untuk mensiasati persaingan dan meraih loyalitas konsumen. Penelitian ini bertujuan untuk menganalisa pengaruh persepsi servicescape terhadap service quality dan behavioral intention pada Goods Dept. Penelitian ini berbentuk conclusive design, descriptive research, dan single cross-sectional design. Teknik sampling yang digunakan adalah non-probability sampling yaitu judgment sampling. Responden penelitian ini adalah pengunjung Goods Dept yang berdomisili di Jabodetabek yang telah melakukan interaksi dengan karyawan Goods Dept serta memperhatikan lingkungan fisik dan desain tempat di sekelilingnya. Data diolah menggunakan metode Structural Equation Modeling. Hasil penelitian ini menunjukkan bahwa servicescape memiliki pengaruh positif terhadap employee service quality, overall service quality, dan behavioral intention. Di sisi lain, employee service quality juga memiliki pengaruh positif terhadap overall service quality. Serta overall service quality juga memiliki pengaruh positif terhadap behavioral intention. Kedua variabel employee service quality dan overall service quality juga masing-masing memediasi hubungan antara servicescape dan overall service quality serta servicescape dan behavioral intention.

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Indonesia have good potential in retail business section among the developing countries and it is projected to keep developing in the future. With Indonesia rsquo s consumer characteristic which more likely want to choose and love local products, this should have become a good signal for entrepreneur to conduct retail businesses in Indonesia. However, in reality there are still a lot of retailers who suffer from loss and close its business because of the keep decreasing sales. This matter becomes a reason why entrepreneurs need another differentiation strategy such as using servicescape aspect to be able to compete in the market and gain consumer loyalty. This study aims to analyze the effect of servicescape perception towards behavioral intention using service quality as mediating variable in Goods Dept. Goods Dept is a retail business with the concept of curated department store operating in Indonesia.

The design of this study are conclusive design, descriptive research, and single cross sectional design. While the sampling method being used in this study is a non probability sampling with judgment sampling technique. The respondents of this study are Goods Dept visitors who live in Jabodetabek region, have interacted with Goods Dept rsquo s employees while also pay attention to Goods Dept rsquo s service environment and design. The data were analyzed using Structural Equation Modeling method. The result of this research shows that servicescape have positive effect towards employee service quality, overall service quality, and behavioral intention. On the other side, employee service quality also have positive effect towards overall service quality and overall service quality have positive effect towards behavioral intention. Both employee service quality and overall service quality are also proven to be mediating variables between servicescape overall service quality and servicescape ndash behavioral intention."

"Penelitian ini membahas tentang pengaruh atmosfer restoran terhadap niat perilaku dengan dimediasi oleh persepsi kualitas layanan dan persepsi kualitas makanan pada restoran etnik Jepang khususnya pada restoran Ramen 1 dan restoran Gokana Ramen & Teppan. Responden penelitian ini berjumlah 200 orang yang pernah mengunjungi salah satu atau kedua restoran Ramen 1 Mall Margo City dan restoran Gokana Ramen & Teppan Dmall Depok dalam 3 bulan terakhir. Pengolahan data dalam penelitian menggunakan Structural Equation Modeling (SEM) dengan menjalankan program LISREL 8.5. Adapun hasil penelitian menunjukkan bahwa atmosfer restoran berpengaruh positif dan signifikan terhadap persepsi kualitas layanan dan persepsi kualitas makanan. Serta persepsi kualitas layanan dan persepsi kualitas makanan berpengaruh positif dan signifikan terhadap niat perilaku. Namun, atmosfer restoran tidak berpengaruh signifikan terhadap niat perilaku.

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This research aims to discusses the effect of dining atmospherics on behavioral intentions, mediated by perceptions of service quality and food quality at ethnic Japanese restaurants, especially at Ramen 1 and Gokana Ramen & Teppan restaurant. Respondents of this research of 200 people who had visited one or both of Ramen 1 and Gokana Ramen & Teppan Restaurants in the last 3 months. Data were analyzed using Structural Equation Modeling (SEM) with LISREL 8.5 software.

The results of this research showed that the dining atmospherics indicate positive and significant effect toward perceived service & food quality. In addition, perceived service & food quality have significant positive effect on behavioral intentions. As well as the perception quality of service and food, significant positive effect on behavioral intentions. But, dining atmospherics have no significant effect on behavioral intentions."

"Skripsi ini meneliti pengaruh dari restaurant atmospherics terhadap dining satisfaction dan behavioral intentions. Responden penelitian ini adalah masyarakat yang pernah mengunjungi restoran SKYE dan Anomali Coffee. Metode yang digunakan untuk mengolah data penelitian ini adalah regresi sederhana dan regresi ganda. Hasil penelitian ini membuktikan secara signifikan bahwa restaurant atmospherics memiliki pengaruh positif terhadap dining satisfaction dan behavioral intentions.

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This research examines the effect of restaurant atmospherics on dining satisfaction and behavioral intentions. Respondents of this research come from the ones who have visited SKYE and Anomali Coffee restaurants. Methodologies used for data processing are the simple linear regression and multiple regression. The obtained result shows that restaurant atmospherics has significant effect on dining satisfaction and behavioral intentions."

"Penelitian ini bertujuan untuk menganalisis pengaruh nilai utilitarian, dan nilai hedonik terhadap kepuasan konsumen dan behavioral intetions pada industri fastcasual restaurant, dan merupakan studi kasus pada konsumen restoran Social House. Data yang digunakan untuk penelitian ini adalah data primer dari 160 pelanggan restoran Social House, yang sudah pernah makan di Social House sejak bulan Januari hingga April 2012. Hasil analisis penelitian dengan menggunakan SEM, menunjukkan bahwa ternyata nilai utilitarian berpengaruh secara positif dan signifikan terhadap kepuasan konsuen, dan begitu juga nilai hedonik, dimana dari enam faktor motivasi belanja hedonik terdapat tiga faktor motivasi yang berpengaruh terhadap kepuasan konsumen, ketiga faktor tersebut adalah, adventure shopping, value shopping dan role shopping. Dari ketiga faktor motivasi tersebut faktor motivasi role shopping memiliki pengaruh kepada behavioral intetions. Dari hasil penelitian juga didapatkan bahwa kepuasan konsumen memiliki pengaruh positif yang kuat terhadap behavioral intetions. Hal ini berarti semakin puas konsumen maka konsumen akan semakin sering untuk makan di Social House, datang kembali ke Social House, dan menyebarkan informasi positif tentang Social House.

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This study aims to investigate the effect of utility value, and hedonic value on customer satisfaction and behavioral intetions, in the fast-casual restaurant industry, and this researh is case study of consumer at Social House restaurant. The data were collected from 160 Customer from Social House, that have an experience eating in Social House start from January 2012 until April 2012. By using structural equation model (SEM) the results of this study show that utility values has positive and significant effect on customer satisfaction, and for hedonic value, from six consumer shopping motivations, only three of it that have effect on consumer satisfactions. Those three consumer motivation consist of, adventure shopping, value shopping and role shopping. From those three shopping motivation only role shopping motivation that has positive and significant effect on behavioral intetions. The other result from this study its evidently tested that customer satisfaction has positive and significant effect on behavioral intentions. From that result, this mean the more satisfied consumer of Social House service, so they will likely come again to Social House, come more often, and give a positive word of mouth to other people they know."

"Industri maskapai penerbangan di Indonesia memiliki kondisi yang kompetitif. Sebagai perusahaan jasa, pada era globalisasi saat ini perlu untuk selalu beradaptasi memenuhi kebutuhan dan permintaan pasar agar dapat bersaing. Penelitian ini mengambil objek penelitian maskapai Pelita Air Services di Indonesia dengan melihat apakah dimensi service quality yang meliputi tangible features, service reliability, quality of personnel, convenient flight schedule, dan online ticketing service berpengaruh terhadap passenger satisfaction penumpang dan mendorong behavioral intention seperti intention to recommend dan intention to repurchase pada kelompok penumpang low-experience passenger dan high-experience passenger. Desain penelitian menggunakan metode konklusif deskriptif dengan metode kuantitatif menggunakan metode self-administered questionnaire dengan Google Form. Sampel penelitian menggunakan metode non-probability sampling dengan teknik snowball sampling dan judgemental sampling. Cakupan geografis pengumpulan responden berada di seluruh wilayah Republik Indonesia dan terdapat 276 responden berusia 17-60 tahun dan memiliki pengalaman menggunakan Pelita Air Serives dalam satu tahun terakhir yang berpartisipasi dalam penelitian. Data yang terkumpul dianalisis menggunakan Partial Least Squares Structural Equation Modelling (PLS-SEM) dan analisis multigroup (PLS-MGA) menggunakan software SmartPLS serta SPSS. Hasil penelitian menunjukan tangible features, service reliability, quality of personnel, convenient flight schedule, dan online ticketing service berpengaruh positif terhadadap passenger satisfaction. Kemudian, passenger satisfaction berpengaruh terhadap behavioral intention untuk intention to repurchase dan intention to recommend. Terdapat perbedaan signifikan terhadap intention to recommend pada kelompok low-experience passenger dan intention to repurchase pada kelompok high-experience passenger.

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The aviation industry in Indonesia possesses a highly competitive landscape. As a service-oriented business, it is imperative for companies to continuously adapt in order to meet the ever-evolving needs and demands of the globalized era, thus enabling them to remain competitive. This research focuses on Pelita Air Services, an airline operating in Indonesia, with the objective of examining the influence of various dimensions of service quality, namely tangible features, service reliability, quality of personnel, convenient flight schedules, and online ticketing services, on passenger satisfaction. Furthermore, the study aims to explore how passenger satisfaction drives behavioral intentions, such as the intention to recommend and repurchase, within two distinct groups of passengers: those with limited flight experience and those with extensive flight experience. The research design utilizes a descriptive conclusive approach, employing quantitative methods and a self-administered questionnaire distributed through Google Form. The research sample is selected using non-probability sampling techniques, including snowball sampling and judgmental sampling. The respondents are geographically diverse, representing various regions across the Republic of Indonesia. A total of 276 participants, aged between 17 and 60 years, who have utilized Pelita Air Services within the past year, actively participated in the study. The collected data is analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM) and multigroup analysis (PLS-MGA) through the utilization of SmartPLS software alongside SPSS. The research findings demonstrate that tangible features, service reliability, quality of personnel, convenient flight schedules, and online ticketing services significantly and positively impact passenger satisfaction. Furthermore, passenger satisfaction exhibits a significant influence on behavioral intentions, specifically the intention to repurchase and the intention to recommend. Notably, significant variations are observed in the intention to recommend among low-experience passengers and in the intention to repurchase among high-experience passengers."

"Pertumbuhan konsumen kelas menengah menimbulkan tren gaya hidup baru di Jakarta, yaitu konsumsi restoran kelas menengah khususnya pada tipe restoran casual-dining. Penelitian ini bertujuan untuk menganalisa pengaruh variabel Price-Quality Schema, Prestige Sensitivity, dan Self-Congruity terhadap Perceived Quality dari konsumen anak muda pada restoran casual-dining. Penelitian ini menggunakan sampel konsumen restoran casual-dining di Jakarta yang berusia 18-33 tahun dengan metode nonprobability sampling. Data hasil penelitian diolah menggunakan metode Structural Equation Modeling. Hasil penelitian menunjukkan bahwa Price-Quality Schema dan Self-Congruity merupakan faktor-faktor yang berpengaruh terhadap Perceived Quality dari konsumen anak muda pada konteks restoran casual-dining.

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The growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of middle class restaurants, specifically casualdining restaurants. The purpose of this research is to analyze the effect of Price- Quality Schema, Prestige Sensitivity, and Self-Congruity on Perceived Quality of young adult consumers in casual-dining restaurants context. This research uses sample of young adult consumers from 18-33 age group who have visited casualdining restaurant in Jakarta using nonprobability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Price-Quality Schema and Self-Congruity are factors that affect Perceived Quality of young adult consumers in casual-dining restaurants context."