PENGARUH SERVICE EXPERIENCES TERHADAP KEPUASAN PELANGGAN DI JAVANA BISTRO : Survey terhadap konsumen yang berkunjung ke javana bistro

Yustiani, Anne Meilia (2016) PENGARUH SERVICE EXPERIENCES TERHADAP KEPUASAN PELANGGAN DI JAVANA BISTRO : Survey terhadap konsumen yang berkunjung ke javana bistro. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Pariwisata merupakan salah satu asset negara yang sangat menguntungkan, semakin lama pariwisata semakin berkembang pesat. Kota bandung memang menjadi salah satu pilihan tempat tujuan wisata karena banyaknya potensi wisata, selain itu kota bandung juga menjadi wisata kuliner favorit di Indonesia. Dengan adanya kesempatan yang besar di dalam bisnis kuliner, membuat banyak para pelaku usaha yang mencoba peruntungan di bidang usaha kuliner, dapat dilihat dengan banyaknya restoran, warung makan, cafe dan tempat-tempat makan lainnya berjejeran di sepanjang jalan di Bandung. Kepuasan pelanggan merupakan hal yang penting dan diutamankan oleh manajemen Javana Bistro karena kepuasan pelanggan merupakan faktorpentingbagikeberhasilanperusahaankarenapelanggan yang puasmengarahkanperilakunyakepadapembelianulang.Javana bistro merupakansalahsaturestoran yang beradadikotabandung. Disetiaptahunnyaterjadipenguranganjumlahpengunjung. Terutamapadatahun 2013 terjadipenurunan yang cukupdrastis. Hal inidisebabkanpihak hotel kurangsadarakanpotensiservice experienveyang dapatdijadikanalatuntukmenarikpelanggan.Penelitianinibertujuanuntukmengetahuipengaruhservice experience terhadapkepuasanpelanggan di javana bistro. Sampeldalampenelitianiniterdiridari 100 konsumen yang datangdanmerasakanlangsungservice yang adadijavana yang dipilihmelaluisystematic random sampling. Teknikanalisis yang digunakanyaituteknikanalisisregresi linear berganda.Variabelindependendalampenelitianiniadalahservice experiences yang terdiridarisocial interaction ,the core servicedanphysical enviroment, sedangkanvariabeldependennyaadalahkepuasanpelanggan. Hasilpenelitianmenunjukkanbahwatanggapanrespondenmengenaiservice experiencesterhadapkepuasanpelanggandi javana bistrosecaraumum di nilaibaik. Sub variabel yang mendapatpenilaiantertinggiyaituthe core service. Sedangkan sub variabel yang mendapatpenilaianrendahyaitusocialinteractions. Teknikanalisis yang digunakanadalahanalisisregresi linear bergandadengan program SPSS 21.0. Hasilpenelitianmenunjukanbahwavariabelservice experiencesmemberikanpengaruh yang positiftterhadapkepuasanpelanggandi javana bistro. ---------- Tourism is one of the highly profitable state assets, the longer tourism is growing rapidly. Bandung has become one of the tourist destinations because of the large potential for tourism, besides the city of Bandung is also a favorite culinary tourism in Indonesia. With the huge opportunities in the culinary business, make a lot of business people who try their luck in the field of culinary business, it can be seen by the many restaurants, food stalls, cafes and other eating places lined along the road in Bandung. Customer satisfaction is important and diutamankan by management Javana Bistro because customer satisfaction is an important factor for the success of the company as a satisfied customer behavior to drive repeat purchases. Javana bistro is one of the restaurants located in the city of Bandung. In each year, a reduction in the number of visitors. Especially in 2013 decreased quite dramatically. This is due to the hotel in less aware of the potential service experienve that can be used as a tool to attract customers. This study aims to determine the effect on customer satisfaction service experience in javana bistro. The sample in this study consisted of 100 consumers who come and experience the service that is dijavana selected through systematic random sampling. The analysis technique used is multiple linear regression analysis. The independent variables in this study is the service experiences that consists of social interaction, the core service and physical enviroment, while the dependent variable is customer satisfaction. The results showed that the respondents regarding the service experiences of customer satisfaction in javana general bistro at good value. Sub variable that gets the highest ratings that the core service. While sub-variables that got low ratings that social interactions. The analysis technique used is multiple linear regression analysis using SPSS 21.0. The results showed that the variable service experiences provide positift influence on customer satisfaction in javana bistro.

Item Type: Skripsi,Tesis,Disertasi (S1)
Additional Information: No. Panggil: S MPP YUS p-2016; Pembimbing: I. Gita Siswara, II. Taufik Abdullah; NIM: 1002006
Uncontrolled Keywords: Kepuasan Pelanggan, Bistro, Service Experiences, Customer Satisfaction.
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User: Mr. Arif Rezkyana Nugraha
Date Deposited: 07 Aug 2018 08:23
Last Modified: 07 Aug 2018 08:23
URI: http://repository.upi.edu/id/eprint/30282

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