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Utama, I Putu
Pusat Penelitian dan Pengabdian Kepada Masyarakat Sekolah Tinggi Pariwisata Nusa Dua Bali
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN RESTORAN CEPAT SAJI Utama, I Putu
JURNAL KEPARIWISATAAN Vol 10 No 2 (2011): Kepariwisataan-September
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat Sekolah Tinggi Pariwisata Nusa Dua Bali

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN RESTORAN CEPAT SAJI Utama, I Putu; Suprastayasa, I Gusti Ngurah Agung; Wiratnaya, I Nyoman
JURNAL KEPARIWISATAAN Vol 10 No 2 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian & Pengabdian Kepada Masyarakat STP Nusa Dua Bali

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This research proposes to confirm the effects of service quality to customert s satisfaction and loyalty in fast food restaurants. The data were collected by applying judmental sampling method, which was applied to 200 customers at outlets of Kentucky Fried Chicken and Mac Donalds in Denpasar and Badung. The variables in this study are service quality as an exogenous variable, custom­ers satisfaction as an interviening variable, and customers loyalty as an endog-enous variable. The responden s perception is indicated in Likert scale of 5, in which I is strongly disagree and 5 is strongly agree with the statements. The data were then analyzed using Structural Equation Modelling (SEM). The ques­tioner consisting of 40 questions were tried out for its validity using Alpha Pearson Correlation and reliability using Cronbach s alpha formulas. Then, the statisti­cal analysis of Structural Equation Modelling showed that direct effect of service quality to customers satisfaction was sign.ificant (85.9%), direct effect of customers satisfaction to customers loyalty was significant (91.5%), direct effect of service quality to customers satisfaction was insign.ificant, and indirect effect of service quality to customers loyalty through customers satisfaction was significant (78.6%).
PENGARUH KUALITAS PELAYANAN TERHAI)AP KEPUASAN DAN NIAT BERPERILAKU LOYAL WISATAWAN MANCANEGARA Utama, I Putu
JURNAL KEPARIWISATAAN Vol 10 No 1 (2011): Jurnal Kepariwisataan
Publisher : Pusat penelitian & Pengabdian Kepada Masyarakat STP Nusa Dua Bali

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This research proposes to confirm the effects of service quality on guests satis­faction and behavioral intention loyalty. The data were collected by applying purposive sampling method, which was applied to 200 international tourists stay­ing at a number of five-star hotels in Badung regency. The variables in this study are service quality as an exogenous variable, guests satisfaction as an interven­ing variable, and behavioral intention as an endogenous variable. The respond­ents perception is indicated in Likert scale of 5, in which 1 strongly disagrees and 5 strongly agrees with the statements. The data were then analyzed using Struc­tural Equation Modeling (SEM). The questionnaire consisting of 30 questions were tried out for its validity using alpha Pearson Correlation and reliability using Cronbach s alpha. Then, the statistical analysis of Structural Equation Modeling showed that direct effect of service quality to guests' satisfaction was significant ( 7 %), direct effect of guests' satisfaction to behavioral intention loyalty was significant (55.4 %), direct effect of service quality to behavioral intention loyalty was insignificant (19. 1 %), and indirect effect of service quality to behavioral in­tention loyalty through guests satisfaction was significant ( 48 %).
Co-Authors I Gusti Ngurah Agung Suprastayasa Wiratnaya, I Nyoman