The Effect of Service Quality on Customer Satisfaction (Survey on Southbank Bar & Resto Bandung City Consumers)

Authors

  • Ryan Kurniawan*, Roselina Indah Mulyani, Anna Kriswidiasih, Silvia Ersada, Tatang Suryana

Abstract

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.

Published

2020-10-17

Issue

Section

Articles