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Research Paper | Marketing | Indonesia | Volume 8 Issue 11, November 2019 | Popularity: 7 / 10

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Relationship between Food Quality, Service Quality, E-Wom, and Revisit Intention in Vegetarian Restaurant Yogyakarta

Rizki Amalia, Anas Hidayat

Abstract: The objectives to be achieved in this study are to determine the effect of E-WOM on revisit intention, the effect of food quality on revisit intention, the effect of food quality on E-WOM, the effect of service quality on revisit intention, and the effect of service quality on E-WOM. The study was conducted at a vegetarian restaurant in Yogyakarta. The variables in this study are food quality, service quality, E-WOM, and revisit intention. The populations in this study are all consumers of Vegetarian Restaurants in Yogyakarta. The number of samples in this study is 250. Data collection techniques used is questionnaire. Data processing techniques in this study is SEM based on Partial Least Square (PLS). PLS program that was chosen is the SmartPLS 2.0. M3. The results show that (1) E-WOM has a positive effect on consumer revisit intention, (2) Food quality has a positive effect on consumer revisit intention. (3) Food quality has a positive effect on E-WOM. (4) Service quality has a positive effect on consumer revisit intention. (5) Service quality has a positive effect on E-WOM. (6) The test results show that E-WOM has no role in mediating the relationship between food quality and consumer revisit intention. (7) The test results show that E-WOM has no role in mediating the relationship between service quality and consumer revisit intention.

Keywords: food quality, service quality, E-WOM, revisit intention

Edition: Volume 8 Issue 11, November 2019

Pages: 238 - 242

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