Pengaruh kualitas pelayanan dan suasana restoran terhadap kepuasan pelanggan pada restoran otentik di Tangerang

Angelina, Jacklyn and Tandra, Jane Keisya and Valencia, Vallery (2024) 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 100 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. / This study aims to test and analyze 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 100 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.

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