Seminar Hasil Pengaruh Kualitas Makanan dan Pelayanan Terhadap Kepuasan Konsumen di Restoran Fortuna Taiwan Jakarta Utara

Laiwa, Graciella Debora and Santoso, Michelle Tasya (2022) Seminar Hasil Pengaruh Kualitas Makanan dan Pelayanan Terhadap Kepuasan Konsumen di Restoran Fortuna Taiwan Jakarta Utara. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Setiap negara tentu memiliki ciri khas tersendiri dan juga memiliki budaya tersendiri dalam seluruh aspek kehidupan, baik dari cara berbicara, cara menyapa, hingga cara hidup. Salah satu negara yang memiliki ciri khas tersebut adalah Taiwan. Taiwan merupakan negara yang sangat serius dalam hal waktu makan dan sangat menghargai dan memuji makanan. Di negara Taiwan, masyarakat Taiwan makan sebanyak empat kali, hal ini sudah menjadi hal biasa hingga mereka bisa mencari makan pada tengah malam. Penelitian ini dilakukan untuk mengetahui pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan konsumen Restoran Taiwan Fortuna. Adapun rumusan masalah dari penelitian ini adalah untuk mengetahui pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan konsumen Restoran Taiwan Fortuna. Penelitian ini bertujuan memberikan temuan sehingga dapat diketahui diantara kualitas makanan dan kualitas pelayanan yang lebih berkontribusi dalam meningkatkan atau menurunkan kepuasan konsumen. Alasan dari pemilihan Restoran Fortuna Taiwan karena restoran ini lokasinya cukup tersembunyi, mengapa kami memilih lokasi Restoran Fortuna Taiwan di Jakarta Utara karena pemasarannya sangat memungkinkan, dimana tempatnya cukup strategis dan dapat berkembang pesat dalam pemasarannya. Selanjutnya kami memilih Restoran Fortuna Taiwan karena Restoran Taiwan berbeda dengan Restoran Korea dan Restoran Jepang. Metode penelitian yang digunakan adalah kuantitatif dengan metode pengumpulan data menggunakan kuesioner. Metode pengolahan data yang digunakan adalah regresi ganda. Temuan dari penelitian ini menunjukkan bahwa memang kualitas makanan dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen Restoran Taiwan Fortuna, dimana kualitas makanan terbukti lebih kuat berpengaruh terhadap kepuasan konsumen Restoran Taiwan Fortuna. Dari hasil tersebut, maka saran bagi akademis adalah melakukan analisa lebih mendalam mengenai kepuasan konsumen melalui buku, penelitian atau jurnal. Saran bagi akademis lainnya adalah lebih mendalami faktor-faktor yang mempengaruhi kepuasan konsumen karena studi ini memiliki ruang lingkup yang sangat luas. Selain itu, disarankan pihak pelaku bisnis untuk lebih memperhatikan faktor yang berpengaruh terhadap kepuasan konsumen seperti persepsi harga, lokasi, proses pembuatan makanan, serta atmosfir Restoran./Each country certainly has its own characteristics and also has its own culture in all aspects of life, from the way of speaking, how to greet, to the way of life. One country that has these characteristics is Taiwan. Taiwan is a country that takes mealtimes very seriously and values and praises food very much. In Taiwan, Taiwanese people eat four times, this has become commonplace until they can find food in the middle of the night. This study was conducted to determine the effect of food quality and service quality on customer satisfaction for Taiwan Fortuna Restaurant. The formulation of the problem from this research is to determine the effect of food quality and service quality on customer satisfaction for Taiwan Fortuna Restaurant. This study aims to provide findings so that it can be seen between food quality and service quality which contributes more to increasing or decreasing consumer satisfaction. The reason for choosing the Fortuna Taiwan Restaurant is because this restaurant is located quite hidden, why we chose the Fortuna Taiwan Restaurant location in North Jakarta because the marketing is very possible, where the location is quite strategic and can grow rapidly in marketing. Next we chose Fortuna Taiwan Restaurant because Taiwan Restaurant is different from Korean Restaurant and Japanese Restaurant. The research method used is quantitative with the data collection method using a questionnaire. The data processing method used is multiple regression. The findings of this study indicate that food quality and service quality have a significant effect on customer satisfaction for Fortuna Taiwan Restaurant, where food quality is proven to have a stronger effect on customer satisfaction for Fortuna Taiwan Restaurant. From these results, the suggestion for academics is to conduct a more in-depth analysis of customer satisfaction through books, research or journals. Suggestions for other academics are to delve deeper into the factors that influence consumer satisfaction because this study has a very broad scope. In addition, it is suggested that business people pay more attention to factors that affect consumer satisfaction such as price perception, location, food manufacturing process, and restaurant atmosphere.

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