Valencia, Vallery and Angelina, Jacklyn and Tandra, Jane Keisya (2024) Laporan Seminar Hasil Penelitian Non-Produk: Pengaruh Kualitas Pelayanan dan Suasana Restoran terhadap Kepuasan Pelanggan pada Restoran Otentik di Tangerang. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk menguji dan menganalisa pengaruh Kualitas Pelayanan dan Suasana Restoran terhadap Kepuasan Pelanggan di Restoran Otentik di Tangerang. Penulis ingin mengetahui apakah terdapat pengaruh, baik positif maupun negatif, dari kualitas pelayanan dan suasana restoran terhadap kepuasan pelanggan di Restoran Otentik Tangerang. Penelitian menggunakan teknik pengambilan sampel non-probability sampling, dengan 157 responden berupa pelanggan yang pernah mengunjungi salah satu dari tiga Restoran Otentik di Tangerang. Data dikumpulkan melalui penyebaran kuesioner dan sumber data dari ulasan pelanggan, artikel, jurnal, dan buku. Metode yang diterapkan adalah kuantitatif deskriptif, dengan analisis data menggunakan aplikasi SmartPLS. Hasil penelitian ini menunjukkan bahwa Kualitas Pelayanan dan Suasana Restoran berpengaruh positif terhadap Kepuasan Pelanggan. Katakunci: kualitas layanan; dining atmosphere; kepuasan; kepuasan pelanggan / This study aims to test and analyse the effect of Service Quality and Restaurant Atmosphere on Customer Satisfaction at Authentic Restaurant in Tangerang. The author wants to know whether there is an influence, either positive or negative, of service quality and restaurant atmosphere on customer satisfaction at Authentic Restaurants in Tangerang. The study used non-probability sampling technique, with 157 respondents in the form of customers who have visited one of the three Authentic Restaurants in Tangerang. Data was collected through distributing questionnaires and data sources from customer reviews, articles, journals, and books. The method applied is descriptive quantitative, with data analysis using the SmartPLS application. The results of this study indicate that Service Quality and Restaurant Atmosphere have a positive effect on Customer Satisfaction. Keywords: service quality; dining atmosphere; satisfaction; customer satisfaction
Item Type: | Thesis (Bachelor) | ||||||||||||
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Uncontrolled Keywords: | service quality; dining atmosphere; satisfaction; customer satisfaction | ||||||||||||
Subjects: | T Technology > TX Home economics > TX 901-953 Hospitality Industry | ||||||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management Current > Faculty/School - UPH Karawaci > Faculty of Tourism > Hotel Management |
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Depositing User: | Vallery Valencia | ||||||||||||
Date Deposited: | 31 Jan 2024 03:39 | ||||||||||||
Last Modified: | 31 Jan 2024 03:39 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/61186 |
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