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Submitted
10 August 2022
Accepted
19 August 2022
Published
20 August 2022
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Abstract

Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas pelayanan dan kualitas pengalaman terhadap sikap dan loyalitas konsumen yang dimediasi oleh persepsi melalui studi kasus pada Bee Dyoti Hidden Café. Pesatnya pertumbuhan industri makanan telah menyebabkan persaingan yang ketat di industri makanan. Para manajer bersaing dengan menawarkan berbagai fasilitas, kualitas pelayanan dan penyajian terbaik guna memberikan nilai tambah terhadap pelayanan yang diberikan dan menjadikan restoran sebagai pilihan utama konsumen. Sampel yang digunakan dalam penelitian ini adalah 270 responden yang mengunjungi Bee Dyoti Hidden Café. Teknik pengambilan sampel yang digunakan adalah convenience sampling. Teknik analisis data yang digunakan adalah analisis SEM dan diolah dengan aplikasi AMOS versi 24. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan terhadap kualitas pelayanan, kualitas pengalaman, nilai yang dirasakan, sikap, dan loyalitas.

Keywords

kualitas layanan kualitas pengalaman persepsi nilai sikap loyalitas

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Copyright (c) 2022 Muhammad Shodiq Helmyzan, Ratna Roostika

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Helmyzan, M. S., & Roostika, R. (2022). Kualitas Layanan dan Kualitas Pengalaman terhadap Sikap dan Loyalitas Konsumen yang Dimediasi oleh Persepsi Nilai (Studi Kasus pada Bee Dyoti). Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 1(3), 214–225. Retrieved from https://journal.uii.ac.id/selma/article/view/25075
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