Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Restoran Jepang Saboten Shokudo Malang

Erfiana, WidyaIka (2014) Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Restoran Jepang Saboten Shokudo Malang. Sarjana thesis, Universitas Brawijaya.

Abstract

Penelitian ini bertujuan mengetahui tingkat pengaruh dimensi kualitas pelayanan meliputi tangibles, reliability, responsiveness, assurance dan emphaty terhadap kepuasan konsumen Restoran Jepang Saboten Shokudo. Riset dilakukan dengan teknik survey terhadap 100 responden dengan pendekatan accidental samplingkemudian dilakukan purposive sampling. Hasil penelitian diperoleh persamaan regresi kepuasan konsumen sebagai berikut: Y = -2,539 + 0,608 X1 + 0,056 X2+ 0,436 X3 + 0,329 X4 + 0,305 X5 + 0,05. Secara simultan, kualitas pelayanan yang terdiri dari lima variabel berpengaruh signifikan terhadap kepuasan konsumen. Urutan variabel yang paling berpengaruh adalah variabel tangibles (bukti fisik), responsiveness (ketanggapan), emphaty (perhatian), assurance (jaminan), dan reliability (kehandalan). Koefisien determinasi 0,634, menunjukkan bahwa kualitas pelayanan mampu mempengaruhi kepuasan konsumen Restoran Saboten sebesar 63,4%. Pihak manajemen restoran perlu mempertahankan ruangan restoran agar tetap terlihat bersih dan nyaman dikunjungi supaya nilai kepuasan pada indikator ini tetap dinilai baik oleh konsumen. Selain itu, pihak restoran juga perlu memperhatikan dan membekali karyawan dengan informasi mengenai menu restoran agar dapat meningkatkan nilai kehandalan.

English Abstract

This study aims to know the influence level of service quality includes tangible, reliability, responsiveness, assurance and emphaty to customer satisfaction of Saboten Shokudo Japanese Restaurant. The sample in this research are 100 respondents in which the election using accidental sampling and using purposive sampling. The results showed that regression equation of customer satisfaction as: Y = -2,539 + 0,608 X1 + 0,056 X2+ 0,436 X3 + 0,329 X4 + 0,305 X5 + 0,05. Simultaneously, service quality consist of five influence variables significant to customer satisfaction. The most important variables that give an impact are tangible, reliability, responsiveness, assurance, emphaty coefficient of determination is 0,634, showed that service quality capable in giving impact to customer satisfaction of Saboten Restaurant as 63,4%. Restaurant’s management need to preserve the rooms still be cleaned and enjoyable so that satisfaction factors in this restaurant need to look after and give more ability for the employee with the information about restaurant’s menu in order to improve the value of reliability.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FTP/2014/149/051402840
Subjects: 300 Social sciences > 338 Production > 338.1 Agriculture
Divisions: Fakultas Teknologi Pertanian > Teknologi Industri Pertanian
Depositing User: Hasbi
Date Deposited: 23 May 2014 09:41
Last Modified: 09 Nov 2021 04:50
URI: http://repository.ub.ac.id/id/eprint/149533
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