Analysis of Factors Affecting Customer Satisfaction and Revisit Intention in the Restaurant Business

Abstract

This study aims to determine the effect of factors such as service quality, food quality, atmosphere, perceived value / price, other customer on customer satisfaction and customer satisfaction, restaurant reputation, variety seeking tendency, trust on revisit intention in DKLS's restaurant (Domicile Kitchen & Lounge Surabaya). The type of research is basic research that uses 10 research variables, namely service quality, food quality, atmosphere, perceived value / price, other customer, customer satisfaction, variety seeking tendency, restaurant reputation, trust and revisit intention. This study uses primary data by distributing 210 respondents. While the data processing method in this study used the IBM SPSS Statistic 24 software to test the validity and reliability test. While the second method used is the PLS-SEM method to test the research model. The results of this study indicate that the variable service quality, food quality, atmosphere, perceived value / price, other customer has a significant positive effect on customer satisfaction. The variables of customer satisfaction, customer satisfaction with trust as mediation, restaurant reputation with trust as mediation and trust have a significant positive effect on revisit intention. Meanwhile, restaurant reputation, variety seeking tendency has no effect on revisit intention.