PENGARUH FOOD QUALITY, SERVICE QUALITY, DAN DINING ATMOSPHERE TERHADAP CUSTOMER SATISFACTION PADA RESTORAN ‘HAKATA IKKOUSHA’ MANYAR SURABAYA
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Abstract
Intisari - Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh dari food quality, service quality, dan dining atmosphere terhadap customer satisfaction pada speciality restaurant. Penelitian ini menggunakan obyek restoran Jepang Hakata Ikkousha Manyar yang ada di Surabaya. Sumber data yang digunakan pada penelitian ini adalah data primer yang artinya diperoleh langsung dari responden melalui penyebaran kuesioner. Responden dalam penelitian ini berjumlah 100 orang, responden tersebut pernah berkunjung ke restoran Hakata Ikkousha minimal 1 kali dalam 1 bulan, memiliki pendidikan terakhir SMA/SMK/sederajat. Teknik pengambilan sampel adalah non-probability sampling dengan jenis judgement sampling. Aras pengukuran yang digunakan adalah aras interval. Metode yang digunakan dalam penelitian ini adalah ANOVA, t-test, dan multiple regression dengan bantuan SPSS 16 for Windows. Hasil penelitian ini menunjukkan bahwa persepsi responden mengenai food quality, service quality, dan dining atmosphere memiliki pengaruh positif terhadap customer satisfaction.
Kata Kunci: Food Quality, Service Quality, Dining Atmosphere, Customer Satisfaction, Speciality Restaurant.
Abstract - This study aims to identify and analyze the impact of food quality, service quality and customer satisfaction to the dining atmosphere at the specialty restaurant. This study uses an object Hakata Ikkousha Manyar Japanese restaurant in Surabaya. The data source used in this study was primarily obtained from respondent using a set of questionnaires. Respondents in this study amounted to 100 people, the respondents who’ve been going to Hakata Ikkousha at least 1 time in 1 month, and have a minimum educations of high school/vocational/equivalent. The sampling technique is a non-probability sampling with the kind of judgement sampling. Level measurement used are interval level. This study used method ANOVA, t-test, and multiple regression using SPSS 16 for Windows. The result indicate that the perception of respondent about food quality, service quality, and dining atmosphere has a positive influence toward customer satisfaction.
Key Word: Food Quality, Service Quality, Dining Atmosphere, Customer Satisfaction, Speciality Restaurant.
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