Title: THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT EMERALD TREE RESTO & COFFEE BAR BINTARO SOUTH TANGERANG
Authors:
Christin Setiawan* and Devita Gantina
Abstract:
This study aims to analyze the impact of service quality on customer satisfaction at Emerald Tree Resto & Coffee Bar in Bintaro, South Tangerang. The research employed a quantitative descriptive method with a sample of 100 respondents selected through accidental sampling. Data were collected using a questionnaire measuring service quality and customer satisfaction on a Likert scale. The analysis results indicated that all items in the questionnaire were valid and reliable, with a Cronbach’s Alpha value of 0.937 for service quality and 0.902 for customer satisfaction. The coefficient of determination (Adjusted R Square) showed that service quality explained 75.2% of the variance in customer satisfaction. Hypothesis testing revealed that service quality significantly influenced customer satisfaction (t-count 17.217, Sig 0.001). Delays in food serving were identified as the primary issue affecting satisfaction. The conclusion emphasizes the importance of improving service quality, particularly in responsiveness and reliability. Recommendations for management include enhancing the kitchen management system, increasing staff during peak hours, and training staff to be more responsive. Future research is suggested to incorporate additional variables such as price and atmosphere to provide a more comprehensive understanding of customer satisfaction factors.
Keywords: Service Quality, Customer Satisfaction, Restaurant.
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