Hubungan antara restaurant image, perceived value, customer satisfaction, dan behavioral intention

Abstract

The purpose of this research is to explain the relationships among restaurant image, perceived value, customer satisfaction, and behavioral intentions in casual dining restaurant in Surabaya. The total samples of 200 consumers who had dined at a casual dining restaurant in Surabaya as respondend on this study, collected using purposive sampling technique with the following criteria: (1) consumers who had dined at a casual dining restaurant in Surabaya; and (2) have at least 17 years. Data analysis techniques used in this study is Partial Least Square (PLS) with SmartPLS 2.0. The results of this study indicate that (1) overall restaurant image significantly influences perceived valuee; (2) overall restaurant image and perceived value had a significant role in influencing customer satisfaction; (3) the results of this study also showed that customer satisfaction is significantly mediate the relationship between restaurant image, perceived value, and behavioral intention.