Triharyo, Khrisna and Veronica, Maria Sienly (2016) Simultaneous and Partial Impact of Five Dimensions of Service Quality Toward Customer Satisfaction in Eastern Kopi TM, Modernland. Bachelor thesis, Swiss German University.

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Abstract

The importance of service in restaurant, as a part of tourism industry could create excellent dining experience that will lead to having satisfied customer. Satisfied customers are also deemed important as they can stay loyal longer and spread their positive opinion about the restaurants. Therefore, if a restaurant could not maintain its service quality, it would lose its customers in the competition. Based on this condition, this research is aimed to identify the simultaneous and partial impact of five dimensions of service quality towards customer satisfaction in Eastern Kopi TM, Modernland. Using SPSS software and multiple regression model, 96 data set is collected from the customers of Eastern Kopi TM, Modernland via questionnaire and analysed through validity and reliability test, classical assumption test, and hypotheses testing using F-test and T-test. It is proven that service quality impacts customer satisfaction, with Empathy is the dimension that gives the biggest impact, while Reliability is the dimension that gives the second biggest impact. It is suggested for Eastern Kopi TM, Modernland to maintain high performance in Reliability and Empathy dimensions, while also attempt to increase performance in Assurance, Tangible, and Responsiveness dimensions.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	SERVQUAL Dimensions; Customer Satisfaction; Eastern Kopi TM; Modernland.
Subjects:	T Technology > TX Home economics > TX901 Hospitality industry T Technology > TX Home economics > TX946.5 Food service
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Atroridho Rizky
Date Deposited:	16 Jul 2020 14:29
Last Modified:	16 Jul 2020 14:29
URI:	http://repository.sgu.ac.id/id/eprint/1205

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