Analisis Hubungan Antara Customer Perceived Value dan Customer Satisfaction Terhadap Behavioral Intentions pada Restoran Fast-Food di Batam

Anugrah, Dewi Rahayu (2012) Analisis Hubungan Antara Customer Perceived Value dan Customer Satisfaction Terhadap Behavioral Intentions pada Restoran Fast-Food di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

At this time restaurant business is quite difficult because not only judged by its quality service but also of their product, so the restaurant business entrepreneur should be able to make the consumers who use his services were satisfied with the services and products that are presented so that consumers have a positive perception or intentions of the restaurant. This paper describes a theoretical model for investigating the predictors and its influences on the relationship between customer perceived value and customer satisfaction to the behavioral intention. The results indicate that customer perceived value have a positive impact on the behavioral intentions with customer satisfaction mediating the relationship. The sample in this research is the respondents who have been to fast-food restaurants in Batam. This research has been tested using a sample of 150 respondents in Batam. Data obtained was processed by using SPSS 17. Multiple regression method are used to analyze these data and hypotheses were tested empirically to demonstrate the applicability of the theoretical model. Keywords: Customer Perceived Value, Behavioral Intentions, Customer Satisfaction, Fast food.

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