PENGARUH DINING EXPERIENCE TERHADAP CUSTOMER SATISFACTION DI TOKO ROTI MACAN BANDUNG

Putri Syaumi Fadillah, - and Caria Ningsih, - and Ilmiati Tsaniah, - (2025) PENGARUH DINING EXPERIENCE TERHADAP CUSTOMER SATISFACTION DI TOKO ROTI MACAN BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini dilatarbelakangi oleh pentingnya pengalaman bersantap (dining experience) dalam membentuk kepuasan pelanggan pada industri bakery yang semakin kompetitif. Penelitian ini bertujuan untuk mengetahui pengaruh dining experience yang terdiri atas tiga dimensi, yaitu food quality, service quality, dan physical environment, terhadap customer satisfaction pada pelanggan Toko Roti Macan Bandung. Penelitian ini menggunakan pendekatan kuantitatif. Populasi dalam penelitian ini adalah pelanggan Toko Roti Macan Bandung, dengan jumlah sampel sebanyak 100 responden yang diambil menggunakan teknik random sampling. Instrumen pengumpulan data menggunakan kuesioner skala Interval dan dianalisis menggunakan uji validitas, reliabilitas, analisis deskriptif, serta analisis regresi linear berganda dengan bantuan program SPSS 26 version. Hasil penelitian menunjukkan bahwa secara simultan, ketiga dimensi dining experience berpengaruh signifikan terhadap kepuasan pelanggan. Secara parsial, variabel food quality dan service quality memiliki pengaruh yang lebih dominan dibandingkan physical environment. Dengan demikian, dapat disimpulkan bahwa pengalaman makan yang menyenangkan dan berkualitas secara nyata berkontribusi terhadap tingkat kepuasan pelanggan. This study is motivated by the importance of dining experience in shaping customer satisfaction within the increasingly competitive bakery industry. The research aims to examine the influence of dining experience, which consists of three dimensions food quality, service quality, and physical environment on customer satisfaction among the customers of Toko Roti Macan Bandung. A quantitative approach was employed, with a population comprising the customers of Toko Roti Macan Bandung. A total of 100 respondents were selected using random sampling techniques. Data were collected through an interval scale questionnaire and analyzed using validity and reliability tests, descriptive analysis, and multiple linear regression with the assistance of SPSS version 26. The findings reveal that, simultaneously, the three dimensions of dining experience have a significant influence on customer satisfaction. Partially, food quality and service quality show a stronger effect compared to physical environment. Thus, it can be concluded that a pleasant and high quality dining experience significantly contributes to enhancing customer satisfaction.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?view_op=list_works&hl=en&user=KkHStFcAAAAJ&gmla=AH8HC4yzcevfzXurpKWZS97mfHrnQ2YSuowP2rsPIy1TSdkAtT_7zhQ6N9Dqrt59xTOR3UIbU_bsHjvu0shXF2wg_ydhiIPvx3Q8R1w0OFvbip6Kd0Ld ID SINTA Dosen Pembimbing: Caria Ningsih: 6039392 Ilmiati Tsaniah: 6806935
Uncontrolled Keywords:	Food Quality, Service Quality, Physical Environment, Dining Experience, Customer Satisfaction, Toko Roti Macan Bandung
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Industri Katering
Depositing User:	Putri Syaumi Fadillah
Date Deposited:	07 Oct 2025 02:05
Last Modified:	07 Oct 2025 02:05
URI:	http://repository.upi.edu/id/eprint/141927

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