Adriawan, Gede Dony (2022) HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN PENGUNJUNG RESTORAN KEDAI NIANG DI WILAYAH KUTA. Diploma thesis, Poltekkes Kemenkes Denpasar Jurusan Gizi 2022.
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Abstract
Satisfaction is an evaluation of consumers regarding products and service that have provided a level of enjoyment. If expectations are met, consumers will feel satisfied. Service quality is an important factor in providing consumer satisfaction. The purpose of this study is to determine the relationship between service quality and customer satisfaction at the Kedai Niang. The type of research is descriptive observational. The design of study is cross sectional.The sample were Kedai Niang’s visitors who are meet the inclucion criteria: over 17 years old and willing to be respondents. Based on the 106 samples, the result of the overall service quality, there were 79 samples (74,5%) giving very good scores and 27 samples (25,5%) giving good scores. Meanwhile, the results of consumer satisfaction, there are 54 samples (50,9%) very satisfied and 52 samples (49,1%) satisfied. Based on the Spearman Rank test with a 5% confidence level (α=0,05), concluded that there is a significant relationship between service quality in tangible, reliability, responsiveness, assurance, emphaty, and overall with customer satisfaction at the Kedai Niang. Kedai Niang is expected to be able to maintin and further improve the quality of service, especially in the emphaty dimension to realize customer satisfaction very well.
| Item Type: | Thesis (Diploma) |
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| Uncontrolled Keywords: | Costumer satisfaction, service quality |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Jurusan Gizi > Prodi D4 |
| Depositing User: | Gede Dony Adriawan |
| Date Deposited: | 06 Jul 2022 04:00 |
| Last Modified: | 06 Jul 2022 04:00 |
| URI: | http://repository.poltekkes-denpasar.ac.id/id/eprint/9378 |
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