Seminar hasil pengaruh food quality, ambiance condition, dan service quality terhadap customer satisfaction pada Alto Restaurant & Bar

Wibowo, Steven Anthony and Wang, Dickens Sterling (2024) Seminar hasil pengaruh food quality, ambiance condition, dan service quality terhadap customer satisfaction pada Alto Restaurant & Bar. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini berfokus untuk menganalisis pengaruh food quality, ambiance condition, dan service quality terhadap customer satisfaction pada restaurant fine dining Alto Restaurant and Bar. Perkembangan dunia bisnis kuliner pariwisata yang tumbuh dalam beberapa tahun terakhir membuat persaingan menjadi semakin kompetitif, dimana kepuasan pelanggan menjadi strategi yang penting. Penelitian ini mengadopsi jenis penelitian kuantitatif asosiatif dengan unit analisis yang dipilih merupakan pelanggan dari Alto Restaurant and Bar. Jenis sampling yang digunakan adalah non-probability sampling dengan metode convenience sampling. Pengumpulan data dilakukan dengan penyebaran kuesioner melalui Google forms dan pengukuran Skala Likert 5 poin. Penelitian ini memiliki total responden yang berjumlah 112 dan data yang diperoleh dianalisa menggunakan metode Structural Equation Modeling dengan aplikasi SmartPLS 3.0. Hasil penelitian ini menunjukkan bahwa service quality memiliki pengaruh yang signifikan terhadap customer satisfaction, sedangkan food quality dan ambiance condition tidak memiliki pengaruh yang signifikan terhadap customer satisfaction. Kata Kunci: food quality, ambiance condition, service quality, customer satisfaction. / This research focuses on analyzing the influence of food quality, ambiance conditions, and service quality on customer satisfaction at the fine dining restaurant Alto Restaurant and Bar. The development of the culinary tourism business world which has grown in recent years has made competition increasingly competitive, where customer satisfaction has become an important strategy. This research uses associative quantitative research with the selected unit of analysis being the customers of Alto Restaurant and Bar. The type of sampling used is non-probability sampling with a convenience sampling method. Data collection was carried out by distributing questionnaires via Google form and measuring a 5-point Likert Scale. This research had a total of 112 respondents and the data obtained was analyzed using the Structural Equation Modeling method with the SmartPLS 3.0 application. The results of this research indicate that service quality has a significant influence on customer satisfaction, while food quality and atmospheric conditions do not have a significant influence on customer satisfaction. Keywords: food quality, ambiance condition, service quality, customer satisfaction.

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