Effect of Physical Environment Quality on the Customer Loyalty through Perceived Value and Customer Satisfaction in De Soematra 1910 Restaurant in Surabaya Intan Fildzah Wijayati, Ronald Suryaputra & Amelia

Effect of Physical Environment Quality on the Customer Loyalty through Perceived Value and Customer Satisfaction in De Soematra 1910 Restaurant in Surabaya

Author (s)

Intan Fildzah Wijayati, Ronald Suryaputra & Amelia

Abstract

This paper main aim is to maintain and improve restaurant performance becomes more competitive and seeks to improve customer loyalty for De Soematra 1910 restaurant in Surabaya and an interesting research model that can be applied to the De Soematra 1910 restaurant as an object in Surabaya which has an exclusive colonial style design (Dutch era) and has a unique vibes. A quantitative with data processing using AMOS. Data collection was carried out by distributing questionnaires to 250 respondents with the characteristics of male and female in the age range 18-60 years, have visited and had done fine dining at least 2 times in the last 6 months and monthly income between IDR 1,000,000,.- IDR 20,000,000,. at the De Soematra 1910 in Surabaya. The results showed that 9 hypotheses were accepted and 10 hypotheses were rejected. The paper also statistically shows significant and insignificant relationships between 7 dimensions of Physical Environment Quality (Aesthetics, Ambience, Lighting, Table Settings, Layout, Staff and Music) that affect Customer Loyalty through the dimensions of Perceived Value (Hedonic and Utilitarian) and Customer Satisfaction. The research findings present incremental implications for De Soematra 1910 restaurant marketing management. Findings recommend that manager, service providers – procedures and Physical Environment Quality elements would make service quality standards becomes high level preferred by the customers toward first class restaurant. This should subsequently helps the restaurant building their strong satisfaction, loyalty and positive image.

Key words: Physical Environment Quality, Perceived Value, Hedonic, Utilitarian,  Customer Satisfaction, Customer Loyalty.

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Title: Effect of Physical Environment Quality on the Customer Loyalty through Perceived Value and Customer Satisfaction in De Soematra 1910 Restaurant in Surabaya
Author:

Intan Fildzah Wijayati, Ronald Suryaputra & Amelia

Journal Name: International Journal of Science and Business
Website: ijsab.com
ISSN: ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)
DOI: https://doi.org/10.5281/zenodo.3597969
Media: Online
Volume: 4
Issue: 1
Acceptance Date: 02/01/2020
Date of Publication: 05/01/2020
PDF URL: https://ijsab.com/wp-content/uploads/445.pdf
Free download: Available
Page: 48-65
First Page: 48
Last Page: 65
Paper Type: Research Paper
Current Status: Published

Cite This Article:

Intan Fildzah Wijayati, Ronald Suryaputra & Amelia (2020). Effect of Physical Environment Quality on the Customer Loyalty through Perceived Value and Customer Satisfaction in De Soematra 1910 Restaurant in Surabaya. International Journal of Science and Business, 4(1), 48-65.  doi: 10.5281/zenodo.3597969

 

Retrieved from https://ijsab.com/wp-content/uploads/445.pdf

 

About Author (s)

Intan Fildzah Wijayati (Corresponding Author) Master of Management Department, Pelita Harapan University Surabaya Campus, Surabaya, Indonesia.

Ronald Suryaputra, Lecturer at Master of Management Department, Pelita Harapan University Surabaya Campus, Surabaya, Indonesia.

Amelia, Lecturer at Master of Management Department, Pelita Harapan University Surabaya Campus, Surabaya, Indonesia.

 

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DOI: https://doi.org/10.5281/zenodo.3597969

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