The Influence of Service Quality on Customer Satisfaction at Fried Duck H. Slamet Restaurant Bogor

Jodi Renaldy Arifin; Maidar Simanihuruk

doi:10.55927/fjst.v5i4.66

Authors

Jodi Renaldy Arifin Bogor Tourism College
Maidar Simanihuruk Bogor Tourism College

DOI:

https://doi.org/10.55927/fjst.v5i4.66

Keywords:

: Service Quality, Customer Satisfaction, SERVQUAL, Culinary Industry, Revisit Intention

Abstract

This study analyzes the effect of service quality on customer satisfaction at Bebek Goreng H. Slamet restaurant in Bogor. A descriptive-verificative quantitative approach was used with a sample of 100 respondents through a Likert-scale questionnaire. Service quality was measured based on the five SERVQUAL dimensions, while satisfaction was assessed from the alignment of expectations and the intention to revisit. The results show a positive and significant effect of service quality on satisfaction. Improving responsiveness, accuracy, and service consistency is key to strengthening customer experience and competitiveness

References

Arianto, N. (2018). The effect of service quality on customer satisfaction. Journal of Business Management, 5(2), 45–53.

Asti, M., & Ayuningtyas, E. (2020). The influence of service quality, product quality, and price on customer satisfaction. Journal of Business and Management, 7(1), 12–20.

Devinci, R. (2020). Customer satisfaction analysis in the service industry. Journal of Economics and Business, 9(2), 101–110.

Djunaid, A. (2018). Service quality as a marketing strategy. Journal of Management Science, 6(1), 23–30.

Elisa, R. (2019). Service concepts in management perspective. Journal of Business Administration, 8(1), 55–63.

Elton, B., Surata, I. W., & Panityasa, I. W. (2020). The effect of service quality on customer satisfaction with satisfaction as a mediating variable. International Journal of Hospitality Management, 4(2), 67–75.

Eva, M. (2021). Service quality and customer satisfaction in the hospitality industry. Tourism Journal, 10(1), 33–41.

Ghozali, I. (2018). Multivariate analysis application with IBM SPSS program. Semarang: Diponegoro University Publishing Agency.

Hasibuan, M. S. P. (2019). Human resource management. Jakarta: Bumi Aksara.

Hilmi, A., & Mulyana, M. (2020). The influence of location, service quality, and advertising on customer satisfaction. Indonesian Tourism Journal, 6(2), 88–97.

Kasmir. (2017). Excellent customer service: Theory and practice. Jakarta: RajaGrafindo Persada.

Kotler, P., & Keller, K. L. (2018). Marketing management (15th ed.). Pearson Education.

Kotler, P., & Keller, K. L. (2019). Marketing management (16th ed.). Pearson Education.

Kurniawan, D., & Soliha, E. (2022). The effect of service quality, facilities, and location on customer satisfaction. Journal of Economics and Business, 11(1), 45–54.

Maryati, S., & Husda, N. (2020). The effect of service quality on customer satisfaction. Modern Economics Journal, 5(1), 21–29.

Molle, M., Mandey, S., & Kojo, C. (2019). The effect of customer satisfaction on customer loyalty. EMBA Journal, 7(3), 3121–3130.

Nuryadi. (2017). Fundamentals of research statistics. Yogyakarta: Sibuku Media.

Riyanto, S. (2018). Quality as a benchmark for service performance. Management Journal, 4(2), 66–74.

Rukajat, A. (2018). Quantitative research approach. Yogyakarta: Deepublish.