Electronic Theses and Dissertation

Penelitian ini menganalisis pengaruh physical evidence dan service quality terhadap revisit intention pada restoran halal bertema Timur Tengah di Banda Aceh, dengan customer satisfaction sebagai variabel mediasi. Meningkatnya minat terhadap kuliner Timur Tengah menunjukkan peluang besar, namun tingkat kunjungan ulang yang rendah mengindikasikan adanya kesenjangan layanan. Penelitian menggunakan pendekatan kuantitatif dengan metode SEM-PLS berdasarkan data dari 152 responden. Hasil menunjukkan bahwa physical evidence dan service quality berpengaruh signifikan terhadap customer satisfaction, namun kepuasan tidak memediasi hubungan keduanya dengan revisit intention. Meski demikian, baik physical evidence maupun service quality berpengaruh langsung signifikan terhadap revisit intention. Studi ini berkontribusi secara teoritis dalam pengembangan literatur pemasaran jasa syariah, serta memberikan implikasi praktis bagi pengelola restoran untuk meningkatkan loyalitas pelanggan melalui pelayanan Islami yang unggul dan bernilai. Temuan ini dapat menjadi dasar strategi pemasaran yang berfokus pada nilai dan kepuasan pelanggan Muslim.

This study analyzes the influence of physical evidence and service quality on revisit intention at Middle Eastern-themed halal restaurants in Banda Aceh, with customer satisfaction as a mediating variable. The growing interest in Middle Eastern cuisine presents a significant opportunity, but the low revisit rate indicates a service gap. The study employs a quantitative approach using SEM-PLS methodology based on data from 152 respondents. Results indicate that physical evidence and service quality significantly influence customer satisfaction, but satisfaction does not mediate the relationship between the two and revisit intention. Nevertheless, both physical evidence and service quality directly and significantly influence revisit intention. This study contributes theoretically to the development of Islamic service marketing literature and provides practical implications for restaurant managers to enhance customer loyalty through superior and valuable Islamic service. These findings can serve as the basis for marketing strategies focused on the values and satisfaction of Muslim customers.