Faktor yang Mempengaruhi Kepuasan Pelanggan Nasi Krawu Khas Gresik Jawa Timur

Penulis

  • Sandra Oktaviana Pinaraswati Universitas Dr. Soetomo, Surabaya
  • Saibat Saibat Universitas Dr. Soetomo, Surabaya
  • Agustiawan Djoko Baruno Universitas Dr. Soetomo, Surabaya
  • Safinatun Safinatun Universitas Dr. Soetomo, Surabaya

DOI:

https://doi.org/10.30651/blc.v20i1.15605

Kata Kunci:

food quality, service quality, customer satisfaction, kualitas makanan, kualitas pelayanan, kepuasan pelanggan

Abstrak

ABSTRACT

The quality of food and services performed influences restaurant customer satisfaction. This type of research is quantitatively explanatory. The research population was customers of Nasi Krawu Mbuk Ju Gresik Restaurant, East Java, with a total sample of 80 customers. The results of the study prove that the quality of service and food significantly impact customer satisfaction at Nasi Krawu Mbuk Ju Restaurant simultaneously and partially.

 

ABSTRAK

Kepuasan pelanggan rumah makan dipengaruhi kualitas makanan dan pelayanan yang dilakukan. Jenis penelitian ialah eksplanatori secara kuantitatif. Populasi penelitian ialah pelanggan Rumah Makan Nasi Krawu Mbuk Ju Gresik Jawa Timur dengan jumlah sampel sebanyak 80 pelanggan. Hasil penelitian membuktikan kualitas pelayanan dan makanan berdampak signifikan terhadap kepuasan pelanggan Rumah Makan Nasi Krawu Mbuk Ju secara simultan dan parsial

Referensi

Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129–139. https://doi.org/10.5539/ass.v11n23p129

Cheah, A. K. W., Kangkorn, T., Tan, E. H., Loo, M. L., & Chong, S. J. (2018). The validation study on a three-dimensional burn estimation smart-phone application: accurate, free and fast? Burns & Trauma, 6, 1–6. https://doi.org/10.1186/s41038-018-0109-0

Chu, R. (2002). Stated-importance versus derivedâ€importance customer satisfaction measurement. Journal of Services Marketing, 16((4),), 285–301. https://doi.org/doi:10.1108/08876040210433202

Dedeoğlu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130–146. https://doi.org/10.1108/IJCHM-08-2013-0350

Fatihudin, D., Mochklas, M., & Suryati, D.A. (2019). The Effect of Brand Image Perception and Product Quality Toward the Interest to Buy Consumer Pre-Pay IM3 Ooredoo. 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019), Advances in Social Science, Education and Humanities Research, volume 436 pp. 53-57

Goldstein, H. (2016). Introduction to F-testing in linear regression models. 1–13.

Gremler, D. D. &, & Gwinner, K. (2000). Customer-Employee Rapport In Service Relationships. Journal Of Service Research, 3(1), 32.

Jamali, D. (2007). A Study Of Customer Satisfaction In The Context Of a Public Private Partnerships. International Journal Of Qualiy & Reliability Management, 21(4), 370–385.

Kim, T. K. (2018). Statistics and Probability. Recipes for Science, 68(6), 167–206. https://doi.org/10.4324/9781315686875-6

Landrum, E. L., Kelln, B. M., Parente, W. R., Ingersoll, C. D., & Hertel, J. (2008). Immediate effects of anterior-to-posterior talocrural joint mobilization after prolonged ankle immobilization: A preliminary study. Journal of Manual and Manipulative Therapy, 16(2), 100–105. https://doi.org/10.1179/10669810 8790818413

Liliani, P. (2020). Analisis Pengaruh Kualitas Makanan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Behavioral Intention Restoran Top Yammie. Jurnal Bina Manajemen, 8(2), 18–48. https://doi.org/10.52859/jbm.v8i 285

Namkung, Y., & Jang, S. (2007). Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31, 387–409. https://doi.org/http://dx.doi. org/10.1177/1096348007299924

Petrescu, I., Egbe, A. C., Ionescu, F., Nkomo, V. T., Greason, K. L., Pislaru, C., Pellikka, P. A., Connolly, H. M., & Pislaru, S. V. (2020). Long-Term Outcomes of Anticoagulation for Bioprosthetic Valve Thrombosis. Journal of the American College of Cardiology, 75(8), 857–866. https://doi. org/10.1016/j.jacc.2019.12.037

Potter, N. N., & Hotchkiss, J. H. (2012). Food Science (Edition Fi). Springer Science & Business Media. https://books.google.co.id/books/about/Food_Science.html?id=GRQJAgAAQBAJ&redir_esc=y

Prasastono, N., & Pradapa, S. Y. F. (2012). Terhadap Kepuasan Konsumen Kentucky Fried Chicken. Dinamika Kepariwisataan, 11(2), 13–23.

Rahmawati, K. N. (2017). Pengaruh Kualitas Produk Dan Pelayanan Terhadap Kepuasan Konsumen Di Kedaibangsawan Klaten. Universitas Negeri Yogyakarta.

Rozekhi, N. A., Shahril, H., Ashraf Siddik Khan, A. R. S., Putri Dahlia, A. R., & Noor Saliza, S. (2016). The Influence of Food Quality on Customer Satisfaction in Fine Dining Restaurant: Case in Penang. International Academic Research Journal of Business and Technology, 2(2), 45–50. http://www.iarjournal.com/wp-content /uploads/IARJBT2016_2_45-50.pdf

Spohrer, J., Anderson, L. C., Pass, N. J., Ager, T., & Gruhl, D. (2008). Service science. Journal of Grid Computing, 6(3), 313–324. https://doi.org/10.1007/ s10723-007-9096-2

Rahman, M. T., & Mauliddah, N. (2021). Kualitas Layanan Jasa, Harga dan Lokasi dalam Mempengaruhi Loyalitas Pelanggan di Bintang Arut Motor Lamongan. Improvement: Jurnal Manajemen dan Bisnis, 1(1), 85-99

Ravikawati, C., Fatihudin, D., & Mochklas, M. (2019). Pengaruh Harga, Citra Merek, Dan Word of Mouth Terhadap Keputusan Pembelian Di Toko Buku Gramedia Surabaya Expo. Jurnal Eksekutif, 16(1): 63-79

Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. PT Alfabeta.

Sukmana, N. C., Chandra, V. J., & Siaputra, H. (2020). Pengaruh Kualitas Makanan, Higienitas Dan Kualitas Layanan Terhadap Minat Pembelian Ulang Melalui Kepuasan Konsumen Sebagai Mediator Di Restoran Dapur Terbuka Di Suraba. Jurnal Hospitality Dan Manajemen Jasa, Vol 8(No 2), 67–76. http://publication.petra.ac.id/ index.php/manajemen-perhotelan/ article/view/10553/9376%0A%0A

Taghizadeh, M. R. (2012). Assessing Indicators of customer satisfaction measurement and explaining indigenous indicator for Iran. Journal of Industrial Engineering Perspectives, 12, 10–18.

Tjiptono, F. (2009). Strategi Pemasaran Jasa. Andi.

Tjiptono, F. (2014). Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian. Andi Offset.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). What Are Services? Mc Graw Hi Education.

Unduhan

Diterbitkan

2023-01-30

Terbitan

Bagian

Artikel