Pengaruh Kualitas Lingkungan Fisik, Makanandan Pelayanan Terhadap Kepuasan Pelanggan, Citra Restoran, dan Word Of Mouth (Studi Kasus Pada Hotel Manoharacenter Of Borobudur Study)

Abstract

This study aims to examine, analyze, and to obtain empirical evidence about (1) the influence of the quality of physical environment, food, and service to customer satisfaction at Manohara Hotel Center Of Borobudur Study; (2) The influence of customer satisfaction on restaurant image at Hotel Manohara Center Of Borobudur Study; and (3) The influence of customer satisfaction, restaurant image to Word of mouth at Hotel Manohara Center Of Borobudur Study. This research is a causal associative research using quantitative approach. The sampling technique used incidental sampling technique. The sample of this research is visitor at Hotel Manohara Center Of Borobudur Study in the period of March 2018 as many as 100 visitors. Data collection techniques using questionnaires. Data analysis technique used multiple linear regression analysis. The results showed that: (1) there was a positive and significant influence between the quality of physical environment, food, and service to customer sa tisfaction at Hotel Manohara Center of Borobudur Study; (2) there was a positive and significant influence between customer satisfaction on restaurant image at Hotel Manohara Center of Borobudur Study; and (3) there was a positive and significant influence between customer satisfaction, restaurant image to word of mouth at Hotel Manohara Center of Borobudur Study.