Pengaruh Kualitas Layanan serta Kualitas Makanan Dan Minuman terhadap WOM yang Positif

Budi Aryani

doi:10.53697/emak.v7i3.3957

Authors

Budi Aryani Sekolah Tinggi Manajemen PPM

DOI:

https://doi.org/10.53697/emak.v7i3.3957

Keywords:

Kualitas makanan dan minuman, kualitas layanan, Word of Mouth

Abstract

Tujuan penelitian ini untuk menganalisa pengaruh kualitas makanan dan minuman serta kualitas layanan terhadap Word-of-Mouth (WOM) yang positif kepada pelanggan restoran premium. Penelitian kuantatif ini mengunakan teknik pengambilan sampel secara purposive sampling terhadap 120 responden. Analisis data penelitian menggunakan metode Partial Least Sqaure (PLS). Hasil penelitian ini menemukan bahwa kualitas makanan dan minuman berpengaruh signifikan terhadap WOM yang positif, sebaliknya kualitas layanan tidak menunjukkan pengaruh yang signifikan terhadap WOM yang positif. Temuan penelitian ini memberi penegasan bahwa kualitas makanan dan minuman tetap menjadi faktor utama bagi keunggulan restoran premium untuk dapat menimbulkan penyebaran WOM yang positif. Pengelola restoran premium perlu secara konsisten memprioritaskan kualitas produk di restoran agar memperoleh peningkatkan rekomendasi pelanggan.

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