Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan di restoran Sushi Hiro Pluit Jakarta

Kartawidjaya, Ryan and Satyo, Alexander Han's (2023) Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan di restoran Sushi Hiro Pluit Jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Seminar hasil yang dilakukan pada tanggal 9 Desember 2022, melalui aplikasi zoom bertujuan untuk Mendiseminasikan hasil Penelitian dari “Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Restoran Sushi Hiro Pluit Jakarta”. Industri makanan dan minuman merupakan salah satu industri dengan perkembangan yang pesat di Indonesia. Makanan Jepang menjadi salah satu industri makanan dan minuman yang banyak diminati di Indonesia, terkhususnya Jakarta yang menjadi wilayah penyedia makanan dan minuman terbanyak. Sushi Hiro adalah salah satu industri makanan dan minuman yang mengangkat konsep restoran Jepang. Perkembangan industri makanan dan minuman meningkatkan persaingan pada industri tersebut. Penelitian ini bertujuan untuk menganalisis hubungan fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan di restoran Sushi Hiro cabang Pluit Jakarta. Penelitian ini berhasil mengumpulkan 211 responden yang berdomisili di wilayah Jakarta, Tangerang, Bogor, Bekasi dan Depok. Hasil penelitian menunjukkan bahwa terdapat pengaruh antara fasilitas dan kualitas pelayanan terhadap kepuasan pelanggan. Pada seminar, terdapat beberapa masukan dan saran reviewer, yaitu memperbaiki teknis penulisan referensi, jenis font dan ukuran, serta menambahkan referensi mengenai metode SEM PLS. Kata kunci : Fasilias, kepuasan pelanggan, kualitas produk/The research seminar of “The Influence of Facilities and Service Quality on Customer Satisfaction at Hiro Pluit Sushi Restaurant Jakarta" was held on December 9, 2022, via online through the zoom application. This seminar aims to disseminate and presenting the results of research, obtained response and comment from the participant and reviewer. The food and beverage industry is one of the industries with rapid development in Indonesia. Japanese food is one of the most popular food and beverage industries in Indonesia, especially Jakarta, which is the region with the most food and beverage providers. Sushi Hiro is one of the food and beverage industries that promotes the concept of Japanese restaurants. The massive development of the food and beverage industry increases competition among the industry. This study aims to analyze the relationship between facilities and service quality on customer satisfaction at the Sushi Hiro restaurant, Pluit branch, Jakarta. This research managed to collect 211 respondents who live in the areas of Jakarta, Tangerang, Bogor, Bekasi and Depok. The results showed that there was an influence between facilities and service quality on customer satisfaction. There were several inputs and suggestions from the reviewers, namely improving technical reference writing, font types and sizes, and adding references regarding the PLS SEM method. Keywords : Facilities, customer satisfacion, service quality

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