ANALISIS PERSEPSI KONSUMEN MENGENAI KUALITAS PELAYANAN DAN STORE ATMOSPHERE, SERTA PENGARUHNYA TERHADAP LOYALITAS KONSUMEN (Studi Kasus : Restoran Tokyo Connection Bandung)

ABSTRAK

Penelitian ini berjudul Analisis Persepsi Konsumen Mengenai Kualitas Pelayanan dan
Store Atmosphere, Serta Pengaruhnya Terhadap Loyalitas Konsumen di Restoran Tokyo
Connection Bandung. Penelitian bertujuan untuk menganalisis persepsi konsumen mengenai
kualitas pelayanan, dan persepsi konsumen mengenai store atmosphere, serta pengaruhnya
terhadap loyalitas konsumen di Restoran Tokyo Connetion Bandung.
Metode penelitian yang digunakan adalah metode penelitian eksplanatori (Explanatory
Research). Jenis data yang digunakan adalah data primer, dengan metode pengumpulan data
melalui kuesioner dan berbagai sumber lainnya yang berhubungan dengan penelitian serta
analisis data pada taraf signifikansi 5%, analisis koefisien korelasi, analisis koefisien
determinasi dan uji hipotesis. Populasi dalam penelitian ini adalah seluruh konsumen di
Restoran Tokyo Connection Bandung yang suka berkunjung di Restoran Tokyo Connection
Bandung. Program yang digunakan dalam menganalisis data menggunakan Stastical Package
for Social Sciences (SPSS) ver. 23.0.
Berdasarkan hasil pengujian Hipotesis diketahui bahwa persepsi konsumen mengenai
kualitas pelayanan dan Store Atmosphere berpengaruh positif (+) signifikan terhadap
Loyalitas Konsumen di Restoran Tokyo Connection Bandung.
Kata Kunci: Kualitas Pelayanan, Store Atmospher, Loyalitas Konsumen.

ABSTRACT

This research entitled Analysis of Consumer Perceptions About The Quality Of
Service and Store Atmosphere, and its influence on Consumer loyalty in Tokyo Connection
Restaurant Bandung. The study aims to analyze the perception on service quality, and
consumer perceptions about the store atmosphere, and its influence on customer loyalty in
Tokyo Connetion Restaurants Bandung.
The method used is explanatory research method (Explanatory Research). The data
used is primary data, the method of collecting data through questionnaires and many other
resources related to research and analysis of data on a significance level of 5%, the analysis
of the correlation coefficient, determination coefficient analysis and hypothesis testing. The
population in this study are all consumers in Tokyo Connection Restaurant Bandung who
likes visiting in Tokyo Connection Restaurant Bandung. The program used to analyze the
data using stastical Package for Social Sciences (SPSS) ver. 23.0.
Based on the results of testing hypothesis is known that consumer perceptions
regarding service quality and Store Atmosphere that effect positif (+) significant on
consumer loyalty in Tokyo Connection Restaurant Bandung.

Keywords: Quality of Service, Store atmosphere, Consumer Loyalty.