Service quality of buffet restaurants in Tangerang area towards consumer satisfaction during covid-19 pandemic

Albert, Fransisca Angelina (2022) Service quality of buffet restaurants in Tangerang area towards consumer satisfaction during covid-19 pandemic. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Seperti yang sudah diketahui, bahwa pada Maret 2020 terdapat virus yang disebut Coronavirus Disease atau lebih dikenal sebagai COVID-19, masuk ke Indonesia hingga terjadi pandemi sampai tahun 2021 ini dan masih berlangsung hingga sekarang. Pandemi ini cukup mempengaruhi perekonomian negara bahkan banyak restoran-restoran yang tutup sementara atau lebih parahnya lagi mengalami kebangkrutan. Lalu setelah sekian bulan, pemerintah akhirnya mulai memperbolehkan beberapa restoran untuk kembali beroperasi dengan syarat tetap menjalankan protokol kesehatan, dan hal ini tentu memberikan perbedaan dalam pelayanan restoran, terutama pada restoran buffet yang dikenal sebagai restoran yang pelayanannya adalah self- service. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan restoran buffet selama pandemi dan pengaruh nya terhadap kepuasan konsumen. Penelitian ini menggunakan metode kuantitatif dengan cara penyebaran kuesioner dan data yang didapat dari kuesioner tersebut diuji dengan uji regresi linear sederhana. Hasil dari penelitian ini adalah bahwa ternyata terdapat pengaruh pelayanan selama pandemi terhadap perilaku konsumen. / As is well known, in March 2020 there was a virus called Coronavirus or better known as COVID-19, which entered Indonesia until a pandemic occurred until 2021 and is still ongoing until now. This pandemic is enough to affect the country's economic state, even many restaurants are temporarily closed or even worse, have gone bankrupt. After so many months, the government finally started to allow some restaurants to resume operations on condition that they still follow the health protocols, and this certainly makes a difference in restaurant service, especially in buffet restaurants which are known as self-service restaurants. This study aims to determine the quality of buffet restaurant service during the pandemic and its effect on consumer satisfaction. This study uses quantitative methods by distributing questionnaires and the data obtained from the questionnaires were tested by simple linear regression test. The results of this study are that there is an effect of service during the pandemic on consumer behavior.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Albert, Fransisca AngelinaNIM01541180113fransiscangelina21@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorMulyono, Stephanie TheodoraNIDN0304018901stephanie.mulyono@uph.edu
Uncontrolled Keywords: Restoran; Buffet; Pelayanan; Kepuasan konsumen; Covid-19; Pandemi; Restaurant; Service; Consumer satisfaction; Pandemic
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
Depositing User: Users 21779 not found.
Date Deposited: 08 Feb 2022 03:17
Last Modified: 03 Mar 2022 03:10
URI: http://repository.uph.edu/id/eprint/45483

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