Putri, Ananda Mellia and Inggang Perwangsa Nuralam, SE., MBA., PhD. (2023) Pengaruh Implementasi CHSE (Clean, Health, Safety, Environmental Sustainability) dan Service Quality terhadap Customer Satisfaction (Studi Kasus Pada Konsumen Taman Indie Resto Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Taman Indie Resto merupakan usaha kuliner tradisional yang bergerak semenjak 2005. Taman Indie Resto meraih penghargaan terbaik pertama kategori Restoran Bintang dan Non Bintang pada ajang East Java Tourism Awards yang digelar oleh Pemerintah Provinsi Jawa Timur pada tahun 2021. Taman Indie juga menerapkan protokol kesehatan yang ketat dengan mengikuti program Kementerian Pariwisata dan Ekonomi Kreatif (Kemenparekraf), yakni CHSE atau Cleanliness (Kebersihan), Health (Kesehatan), Safety (Keselamatan), dan Environment Sustainability (Kelestarian Lingkungan) yang telah tersertifikasi. Implementasi nilai kebersihan, kesehatan, keselamatan, dan kelestarian Lingkungan berjalan lurus dengan maksimalisasi kualitas layanan yang apabila berjalan positif dapat berpengaruh terhadap kepuasan konsumen. Penelitian ini bertujuan untuk memahami bagaimana pengaruh dari CHSE (Clean, Health, Safety, Environmental Sustainability) dan Service Quality terhadap Customer Satisfaction. Jenis penelitian ini adalah eksplanatif (explanatory research) dengan pendekatan kuantitatif. Populasi dari penelitian ini adalah populasi pada penelitian ini adalah konsumen yang telah melakukan dine in di Taman Indie dengan sampel sebanyak 150 responden melalui penyebaran kuesioner secara online. Teknik analisis data dalam penelitian ini menggunakan analisis regresi linear berganda, uji t, dan uji F dengan bantuan aplikasi SPSS versi 26.0. Hasil penelitian ini menunjukkan bahwa 1) CHSE (Clean, Health, Safety, Environmental Sustainability) mempunyai berpengaruh secara langsung dan signifikan terhadap Customer Satisfaction; 2) Service Quality mempunyai berpengaruh secara langsung dan signifikan terhadap Customer Satisfaction; 3) CHSE (Clean, Health, Safety, Environmental Sustainability) dan Service Quality secara bersama-sama berpengaruh positif dan signifikan terhadap Customer Satisfaction.
English Abstract
Taman Indie Resto is a traditional culinary business which first opened in 2005. It won the first best award in the Star and Non-Star Restaurant category at the East Java Tourism Awards which was held by the East Java Provincial Government in 2021. Correspondingly, it implemented strict health protocols in line with the CHSE (Clean, Health, Safety & Environment) Certification Program promoted by the Ministry of Tourism and Creative Economy (KEMENPAREKRAF). Furthermore, the implementation of the values of cleanliness, health, safety and environmental sustainability is in line with maximizing service quality in which if it is running positively, it can have an impact on consumer satisfaction. The purpose of this research is to analysis the effects of CHSE (Clean, Health, Safety, Environmental Sustainability) and Service Quality on Customer Satisfaction. This study considered as explanatory research with a quantitative approach. Furthermore, the populations of this study were consumers who had dined in at Taman Indie. Purposive sampling techniques were used to select 150 respondents through distributing questionnaires online for the study. Concurrently, the data analysis model in this study used multiple linear regression analysis, t test, and F test with the help of the SPSS version 26.0 application. F-test and t-test was used to test the hypotheses at 0.05 level of significance. The results of this research show that 1) CHSE (Clean, Health, Safety, Environmental Sustainability) has a direct and significant effect on Customer Satisfaction; 2) Service Quality has a direct and significant effect on Customer Satisfaction; 3) CHSE (Clean, Health, Safety, Environmental Sustainability) and Service Quality simultaneously have a positive and significant effect on Customer Satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030445 |
| Uncontrolled Keywords: | Hygiene and Sanitation, Service Quality, Customer Satisfaction |
| Subjects: | 900 History, geography and auxiliary disciplines > 910 Geography and travel |
| Divisions: | Fakultas Ilmu Administrasi > Pariwisata |
| Depositing User: | Endang Susworini |
| Date Deposited: | 08 Jan 2024 04:14 |
| Last Modified: | 08 Jan 2024 04:14 |
| URI: | http://repository.ub.ac.id/id/eprint/206116 |
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