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.