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

Satyo, Alexander and Kartawidjaya, Ryan (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

Industri jasa penyediaan makanan dan minuman di Jakarta memiliki perkembanganyang paling tinggi diantara wilayah lainnya di Indonesia. Perkembangan tersebut ditunjukkan dengan tersedianya berbagai jenis makanan dan minuman yang berbeda pada restoran tertentu, salah satunya restoran Jepang. Sushi Hiro adalah restoran berkonsep makanan khas Jepang yang berdiri pada tahun 2016 dengan outlet tertua terletak pada daerah Pluit Jakarta. Meskipun belum lama berdiri, SushiHiro telah melakukan ekspansi dengan membuka berbagai cabang di Indonesia, yang didominasi oleh wilayah Jabodetabek. Tujuan penelitian ini adalah untuk menganalisis pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan pelangganpada Sushi Hiro outlet Pluit Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan melakukan pengumpulan data melalui kuesioner. Pada penelitian, terdapat 211 responden yang berdomisili di Jabodetabek yang ditentukan dengan menggunakan nonprobability sampling. Hasil pada penelitian menunjukkan bahwa fasilitas dan kualitas pelayanan memiliki pengaruh terhadap kepuasan pelanggan./ The food and beverage service industry in Jakarta has the highest development compared to the other regions in Indonesia. This is indicated by the availability of different types of food and drinks in certain restaurants.. Sushi Hiro is a restaurant with a Japanese food concept that was founded in 2016 with the oldest outlet located in the Pluit area of Jakarta. Sushi Hiro restaurant has expanded by openingvarious branches in Indonesia which are dominated by the Jakarta area. The purpose of this study was to determine the effect of facilities and service quality oncustomer satisfaction at Sushi Hiro Pluit Jakarta outlets. This study was conductedby a quantitative approach by collecting data through questionnaires. This study were involved 210 respondents who live in Jabodetabek area. The results of the study show that facilities and service quality have a influence on customer satisfaction.

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