Browsing by Author "Ersada, Silvia"

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    THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION (SURVEY ON SOUTHBANK BAR & RESTO BANDUNG CITY CONSUMERS)
    (Solid State Technology, 2020) Kurniawan, Ryan; Mulyani, Roselina Indah; Kriswidiasih, Anna; Ersada, Silvia; Suryana, Tatang
    The tourism industry is an industrial phenomenon that is being developed to improve the economic condition of most countries in the world. Restaurants are part of the tourism industry which acts as a service provider, eating and drinking for people who are far from their homes. The consumer's need for the service value of a restaurant encourages food and beverage service providers to get involved in the competition and win it. Each existing restaurant activity must be focused on management efforts to provide service performance that exceeds consumer expectations. These efforts can be made through a service quality development strategy consisting of reliability, responsibility, assurance, empathy, and tangibles. Based on the description above, research is carried out on the strategy of developing service quality on customer satisfaction. The unit of analysis of this research is consumer’s at SouthBank Bar & Resto Bandung in a sample size of 100 guests. The method used in this research is descriptive and verification methods, this research was conducted in less than one year, so the method used is the cross sectional method. The data used are primary data and secondary data which is carried out through literature study and questionnaires. Based on the statistical hypothesis, service quality which consists of reliability, responsibility, assurance, empathy, and tangibles can affect customer satisfaction and have a positive and significant effect partially and simultaneously. Therefore, restaurant management is expected to be able to improve service performance to increase customer satisfaction scores.
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    THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION (SURVEY ON SOUTHBANK BAR & RESTO BANDUNG CITY CONSUMERS)
    (Solid State Technology, 2020) Kurniawan, Ryan; Mulyani, Roselina Indah; Kriswidiasih, Anna; Ersada, Silvia; Suryana, Tatang
    The tourism industry is an industrial phenomenon that is being developed to improve the economic condition of most countries in the world. Restaurants are part of the tourism industry which acts as a service provider, eating and drinking for people who are far from their homes. The consumer's need for the service value of a restaurant encourages food and beverage service providers to get involved in the competition and win it. Each existing restaurant activity must be focused on management efforts to provide service performance that exceeds consumer expectations. These efforts can be made through a service quality development strategy consisting of reliability, responsibility, assurance, empathy, and tangibles. Based on the description above, research is carried out on the strategy of developing service quality on customer satisfaction. The unit of analysis of this research is consumer’s at SouthBank Bar & Resto Bandung in a sample size of 100 guests. The method used in this research is descriptive and verification methods, this research was conducted in less than one year, so the method used is the cross sectional method. The data used are primary data and secondary data which is carried out through literature study and questionnaires. Based on the statistical hypothesis, service quality which consists of reliability, responsibility, assurance, empathy, and tangibles can affect customer satisfaction and have a positive and significant effect partially and simultaneously. Therefore, restaurant management is expected to be able to improve service performance to increase customer satisfaction scores.
  • No Thumbnail Available
    Item
    THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION (SURVEY ON SOUTHBANK BAR & RESTO BANDUNG CITY CONSUMERS)
    (Solid State Technology, 2020) Kurniawan, Ryan; Mulyani, Roselina Indah; Kriswidiasih, Anna; Ersada, Silvia; Suryana, Tatang
    The tourism industry is an industrial phenomenon that is being developed to improve the economic condition of most countries in the world. Restaurants are part of the tourism industry which acts as a service provider, eating and drinking for people who are far from their homes. The consumer's need for the service value of a restaurant encourages food and beverage service providers to get involved in the competition and win it. Each existing restaurant activity must be focused on management efforts to provide service performance that exceeds consumer expectations. These efforts can be made through a service quality development strategy consisting of reliability, responsibility, assurance, empathy, and tangibles. Based on the description above, research is carried out on the strategy of developing service quality on customer satisfaction. The unit of analysis of this research is consumer’s at SouthBank Bar & Resto Bandung in a sample size of 100 guests. The method used in this research is descriptive and verification methods, this research was conducted in less than one year, so the method used is the cross sectional method. The data used are primary data and secondary data which is carried out through literature study and questionnaires. Based on the statistical hypothesis, service quality which consists of reliability, responsibility, assurance, empathy, and tangibles can affect customer satisfaction and have a positive and significant effect partially and simultaneously. Therefore, restaurant management is expected to be able to improve service performance to increase customer satisfaction scores.