Pengaruh service quality dan food quality terhadap customer satisfaction di Bakmi GM

Sebastian, Darryl and Christopher, Jonathan (2022) Pengaruh service quality dan food quality terhadap customer satisfaction di Bakmi GM. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pelanggan merupakan salah satu hal yang dapat menaikan penjualan pada suatu usaha di restoran. Konsumen akan puas ketika pengalaman makan di restoran tersebut sesuai dengan ekspektasi dirinya dan mendapatkan pelayanan yang terbaik. Kepuasan pelanggan merupakan merupakan tolak ukur bagi sebuah perkembangan bisnis. Tujuan dari penelitian ini adalah untuk mempelajari pengaruh dari kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan di Bakmi GM. Sementara, tahapan metode penelitian ini dimulai dengan kajian teoritis dari penelitian sebelumnya, penyebaran kuesioner kepada masyarakat, serta pengolahan data yang diperoleh dari tahap penyebaran kuesioner. Penelitian ini diharapkan dapat menyebarkan data kepada calon pelaku usaha. Dengan hasil penelitian ini, diharapkan pelaku usaha makanan dapat memahami apa saja yang dapat mempengaruhi kepuasan pelanggan sehingga dapat menaikan penjualan pada usaha restoran. / Customer satisfaction is one thing that can increase sales in a restaurant business. Consumers will be satisfied when the dining experience at the restaurant meets their expectations and gets the best service. Customer satisfaction is a benchmark for a business development. The purpose of this study was to study the effect of food quality and service quality on customer satisfaction at Bakmi GM. Meanwhile, the stages of this research method began with a theoretical study of previous research, distributing questionnaires to the public, and processing the data obtained from the questionnaire distribution stage. This research is expected to disseminate data to prospective business actors. With the results of this study, it is hoped that food businesses can understand what can affect customer satisfaction so that they can increase sales in the restaurant business.

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