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Mengukur Food Quality, Service Quality dan Physical Evironment Quality di Ngopi Doeloe Cibeureum terhadap Kepuasan Konsumen
Ghayda Futri Nisaaurrahman (2019) | Tugas Akhir | Manajemen
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Ringkasan
Dalam penelitian ini akan mengukur variabel kualitas restoran (food quality, service quality, physical environment quaity). Akan diukur pula perbandingan ekspektasi dan persepsi konsumen atas variabel independen tersebut dan dilihat tingkat kepuasan konsumen darinya. Dibagikan kuisioner kepada 200 orang responden, dimana hasilnya akan dilakukan uji analisis deskriptif, dibahas perbandingan ekspektasi dan persepsi secara singkat, uji regresi dan T-test. Skala pengukuran yang digunakan adalah Likert scale 1-5. Diperolehlah hasil bahwa penilaian persepsi konsumen atas seluruh variabel adalah lebih kecil dari ekpektasi konsumen. Konsumen merasa kurang puas atas kualitas layanan yang diberikan. Namun demikian, perolehan rata-rata variabel tersebut masih ada di atas nilai tengah (3-Cukup). Didapatkan pula bahwa pandangan penilaian konsumen berdasarkan jenis kelamin berbeda. Kata kunci: food quality, service quality, physical environment quaity, kepuasan konsumen.
Ringkasan Alternatif
The research will measure the restaurant quality (food quality, service quality, physical environment quality). Also will be measured the comparation between expectation and perception of those variables and will be seen the level of consumer satisfaction of those. The questionnaire will be spread to 200 respondents, where the data took from it will be examine through the descriptive analysis, brief discussion of the comparation of expectation and perception, regression, and T-test. Measurement scale will use the likert scale range from 1 to 5. The result showed that the consumers' assessment about all the variable were below the expectation numbers. Consumers felt unsatisfied of the given service quality. But, the mean result of the said variables were above the average value (3-enough). Also from T-test analysis was found that the consumer's value about the quality were different between both woman and man. Keywords: food quality, service quality, physical environment quality, consumer satisfaction.