Amanda, Kezia (2024) PENGARUH FOOD QUALITY, SERVICE QUALITY, DAN PRICE PERCEPTION TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PIZZA HUT DI JAKARTA. Skripsi thesis, Universitas Tarumanagara.

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Abstract

(A) KEZIA AMANDA (115210230)
(B) THE EFFECT OF FOOD QUALITY, SERVICE QUALITY, AND PRICE
PERCEPTION ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER
SATISFACTION PIZZA HUT IN JAKARTA
(C) XVII+ 114 Pages + 41 Tables + 12 Pictures + 3 Attachments
(D) MARKETING MANAGEMENT
(E) Abstract: The purpose of this study is to ensure that customer satisfaction can
help and shape customer loyalty and overcome various challenges that exist in
Pizza Hut restaurants, such as improving food quality, service quality, and price
perception so that customers feel satisfied which ultimately increases customer
loyalty. The population in this study were Pizza Hut customers in Jakarta using a
sample of 200 respondents. The sampling technique used in this study was nonprobability
sampling.
The
data
analysis
technique
used
was
SMART
PLS
4.0
with
the

steps
of
outer
model
analysis,
inner
model
analysis,
path
analysis,
and
hypothesis

testing.

The data collection technique in this study used a questionnaire. The
results of the study showed that the results of the study showed that food quality,
service quality, and price perception had a positive and significant effect on
customer satisfaction. This study also revealed that customer satisfaction mediates
the relationship between these variables and customer loyalty. Keywords: food
quality, service quality, price perception, customer loyalty, customer satisfaction.
(F) Reference list: 63 (1980-2024)

(G) Dr. Tommy Setiawan Ruslim, S.E., M.M.

(A) KEZIA AMANDA (115210230)
(B) PENGARUH KUALITAS MAKANAN, KUALITAS PELAYANAN, DAN
PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN YANG
DIMEDIASI OLEH KEPUASAN PELANGGAN PIZZA HUT DI JAKARTA.
(C) XVII + 114 Halaman + 41 Tabel + 12 Gambar + 3 Lampiran
(D) MANAJEMEN PEMASARAN
(E) Abstrak: Tujuan penelitian ini untuk untuk memastikan kepuasan pelanggan
dapat membantu dan membentuk loyalitas pelanggan serta mengatasi berbagai
tantangan yang ada di restoran Pizza Hut, seperti meningkatkan kualitas makanan,
kualitas pelayanan, dan persepsi harga supaya pelanggan merasa puas yang pada
akhirnya mampu meningkatkan loyalitas pelanggan. Populasi pada penelitian ini
adalah pelanggan Pizza Hut di Jakarta dengan menggunakan sampel sebanyak 200
respoden. Teknik sampel yang digunakan pada penelitian ini non-probability
sampling. Teknik analisis data yang digunakan menggunakan SMART PLS 4.0
dengan langkah pengujian analisis outer model, analisis inner model, analisi jalur,
dan uji hipotesis. Teknik pengumpulan data pada penelitian ini menggunakan
kuesioner. Hasil penelitian menunjukkan bahwa Hasil penelitian menunjukkan
bahwa food quality, service quality, dan price perception memiliki pengaruh
positif dan signifikan terhadap customer satisfaction. Penelitian ini juga
mengungkap bahwa customer satisfaction memediasi hubungan antara variabel-
variabel tersebut dengan customer loyalty.
Keyword: kualitas makanan, kualitas layanan, persepsi harga, loyalitas pelanggan,
kepuasan pelanggan.
(F) Daftar Pustaka: 63 (1980-2024)
(G) Dr. Tommy Setiawan Ruslim, S.E., M.M.

Item Type: Thesis (Skripsi)
Subjects: Skripsi/Tugas Akhir
Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: FE Perpus
Date Deposited: 30 Jun 2025 01:58
Last Modified: 30 Jun 2025 01:58
URI: https://repotest.untar.ac.id/id/eprint/47415

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