Habsari, IntanKamilia (2015) The Measurement of Service Quality on Customer Satisfaction in “Ayam Qu” Restaurant Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian dilakukan di `Ayam Qu Restaurant Malang`, terletak di Soekarno Hatta Blok d No. 8, Malang. Penelitian ini bertujuan untuk menentukan `Ayam Qu` Profil Pelanggan, menyelidiki kualitas layanan pada kepuasan pelanggan di `Ayam Qu` Restaurant, Malang, dan menentukan faktor-faktor yang mempengaruhi kepuasan pelanggan. 100 responden adalah konsumen Ayam Qu dan diperoleh dengan metode accidental sampling. Data dikumpulkan pada 1 hingga 7 Februari 2015. Data primer dikumpulkan dengan metode survei menggunakan kuesioner terstruktur sedangkan data sekunder dikumpulkan dari data restoran dan sumber terkait lainnya. Data dianalisis dengan analisis faktor dan kemudian dilanjutkan dengan regresi berganda menggunakan SPSS 16.0. Hasil penelitian menunjukkan bahwa karakteristik pelanggan dominan di Ayam Qu Restaurant diwakili oleh siswa perempuan dengan usia 20 - 30 tahun, pendidikan sekolah menengah atas, dan tingkat pendapatan ≥ Rp2.000.000 per bulan. Pelanggan menentukan kepuasan mereka dengan melihat aksesibilitas restoran, diikuti dengan kualitas produk, harga produk, kualitas layanan dan memberikan informasi positif dan rekomendasi tentang Ayam Qu Restaurant kepada orang lain. `Kualitas menu, staf dan tempat` adalah faktor yang paling dominan dalam meningkatkan kepuasan pelanggan dan kemudian diikuti oleh `staf staf dalam menangani, menangani pembelian dan memasak` dan `layanan yang baik, dan cepat`. Faktor-faktor `Layanan Pelanggan`, `Pemahaman Menu, Layanan Cepat dan Layanan Pelanggan`, `Kondisi Fasilitas Publik`, `Lokasi Restoran, Bangunan, dan Peralatan`, `Penampilan Staf, Kelengkapan Hidangan, dan Jam Terbuka`, ` `Penduduk Pelanggan` agak meningkatkan kepuasan pelanggan.
English Abstract
Research was conducted at “Ayam Qu Restaurant Malang”, located in Soekarno Hatta Block D No. 8, Malang. Research was aimed to determine “Ayam Qu” customers’ profile, investigate the service quality on customer satisfaction at “Ayam Qu” restaurant, Malang, and determine the factors that affecting customer’s satisfaction. 100 respondents were Ayam Qu consumers and obtained by accidental sampling method. Data was collected in 1st to 7th February, 2015. Primary data were collected by survey method using structured questionnaire whereas secondary data were gathered from the restaurant data and other related sources. Data was analyzed with Factor analysis and then continued by multiple regressions using SPSS 16.0. The result showed that dominant customers’ characteristic in Ayam Qu restaurant was represented by female student with age 20 – 30 years old, senior high school education, and income level ≥ IDR 2,000,000 per month. The customers determine their satisfaction by looking the accessibility of restaurant, followed by the product quality, price of product, service quality and gave positive information and recommendation about Ayam Qu restaurant to others. “Quality of menu, staff and place” was the most dominant factors in increasing customer satisfaction and then followed by “Staffs’ skills in serving, handling purchasing and cooking” and “Good, Prompt, and Quick Service and Response”. Factors “Customer care”, “understanding of menu, quick and customer care service”, “Condition of Public Facilities”, “Restaurant Location, Building, and Equipment”, “Appearance of Staff, Completeness of the Dishes, and Open Hour”, “Customer listener” were somewhat improving the customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FPT/2015/82/051503117 |
| Subjects: | 600 Technology (Applied sciences) > 636 Animal husbandry |
| Divisions: | Fakultas Peternakan > Peternakan |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 11 May 2015 06:59 |
| Last Modified: | 20 Oct 2021 04:08 |
| URI: | http://repository.ub.ac.id/id/eprint/137680 |
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