Institutional Repository | Satya Wacana Christian University: Analisis Kepuasan Konsumen terhadap Kualitas Layanan di Rumah Makan Cabe Salatiga
ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS
LAYANAN DI RUMAH MAKAN CABE SALATIGA
Djie Lizando Aji Tehananda
Fakultas Ekonomika dan Bisnis, Universitas Kristen Satya Wacana,
email: Lizandod@yahoo.co.id
Abstract
One of the biggest human necessities is food, and that demands catering and restaurant
businesses. Most of the restaurants offer almost the same menu, and that causes tight
competition perceived by consumers. Besides business competition as something that cannot be
avoided, we also have to pay attention of how to bring satisfaction to the consumers through the
quality of services and products.
This research was made in the Rumah Makan Cabe Salatiga Restaurant. The goal of the
current research is to give acknowledgement of the quality of services at the rumah makan Cabe
Salatiga and to get to know clients satisfaction. For collecting the needed data, this research was
taken from 100 people who answered a satisfaction questionnaire. The analysis method used was
SerQual method.
The result of the analysis shows satisfaction with the quality of the services from Rumah
Makan Cabe to each dimension of quality of service and it shows us that the tangible dimension
obtained a gap score of 0.08 categorizing very satisfied; for reliability dimension it obtained a
gap score of 0.18 categorizing very satisfied; for the responsiveness dimension it was obtained a
gap score of 0.09 with the category of very satisfied. For the assurance dimension it obtained a
gap score of 0.10 with the category of very satisfied and for the empathy dimension we have
obtained a gap score of 0.08 with the category very satisfied. Besides that we can see in general
we have obtained an average gap score of Consumer satisfaction with the quality of the services
from Rumah Makan Cabe of 0.11 which shows us that the clients are very well satisfied with the
quality of the services of Rumah Makan Cabe restaurant.
Key-Words: Consumer satisfaction, Quality of services, Restaurant, Rumah Makan Cabe
LAYANAN DI RUMAH MAKAN CABE SALATIGA
Djie Lizando Aji Tehananda
Fakultas Ekonomika dan Bisnis, Universitas Kristen Satya Wacana,
email: Lizandod@yahoo.co.id
Abstract
One of the biggest human necessities is food, and that demands catering and restaurant
businesses. Most of the restaurants offer almost the same menu, and that causes tight
competition perceived by consumers. Besides business competition as something that cannot be
avoided, we also have to pay attention of how to bring satisfaction to the consumers through the
quality of services and products.
This research was made in the Rumah Makan Cabe Salatiga Restaurant. The goal of the
current research is to give acknowledgement of the quality of services at the rumah makan Cabe
Salatiga and to get to know clients satisfaction. For collecting the needed data, this research was
taken from 100 people who answered a satisfaction questionnaire. The analysis method used was
SerQual method.
The result of the analysis shows satisfaction with the quality of the services from Rumah
Makan Cabe to each dimension of quality of service and it shows us that the tangible dimension
obtained a gap score of 0.08 categorizing very satisfied; for reliability dimension it obtained a
gap score of 0.18 categorizing very satisfied; for the responsiveness dimension it was obtained a
gap score of 0.09 with the category of very satisfied. For the assurance dimension it obtained a
gap score of 0.10 with the category of very satisfied and for the empathy dimension we have
obtained a gap score of 0.08 with the category very satisfied. Besides that we can see in general
we have obtained an average gap score of Consumer satisfaction with the quality of the services
from Rumah Makan Cabe of 0.11 which shows us that the clients are very well satisfied with the
quality of the services of Rumah Makan Cabe restaurant.
Key-Words: Consumer satisfaction, Quality of services, Restaurant, Rumah Makan Cabe