Analisis Faktor – Faktor yang Mempengaruhi Kepuasan Konsumen Restoran di Batam

Tan, Richard (2012) Analisis Faktor – Faktor yang Mempengaruhi Kepuasan Konsumen Restoran di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Along with the development of the business world in economic conditions, fierce competition ensued in the catering business. With more and more restaurants in Batam led to increase service quality as one of the key marketing to be able to compete with other competitors. Therefore, we must view the importance of the factors that affect customer satisfaction to the restaurant because of the statement that the consumer will be satisfied if what is expected by consumer is according to what was they get and then vice versa. Therefore, a company should continue to strive to improve the quality of service to consumers where the higher the quality of services provided, the higher the level of customer satisfaction to the company. The collection of data by distributing questionnaires to 200 respondents in Batam island by using judgment sampling. For measurements using seven Likert scale from strongly disagree to strongly agree. These results indicate that the food quality, assurance, empathy, and responsiveness significantly affect on customer satisfaction. Keywords: Food Quality, Reliability, Assurance, Empathy, Responsiveness, Tangibles, Price, Customer Satisfaction.

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