Mishel Alifa Tania, - (2019) Pengaruh Dining Experience dalam Upaya Meningkatkan Kepuasan konsumen Congo Café & Gallery Bandung (Survey Pada konsumen yang melakukan pembelian di Congo Café & Gallery Bandung. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Persaingan usaha jasa makanan dan minuman sangatlah tinggi, terutama di kota Bandung yang merupakan salah satu kota di Indonesia yang terkenal dengan wisata kulinernya. Persaingan yang ketat ini juga dirasakan oleh Congo Café & Gallery, persaingan ini membuat semakin rendahnya tingkat kunjungan dan tingkat kepuasan di setiap tahunnya. Agar mampu meningkatkan kepuasan konsumen, Congo Café & Gallery melakukan strategi dining experience. Tujuan dalam penelitian ini untuk mencari hasil temuan pengaruh proces dining experience terhadap kepuasan konsumen Congo Café & Gallery. Dalam penelitian ini terdapat dua variable, variable eksogen (X) yang terdiri dari pre-meal experience (X1), meal experience (X2) dan post-meal experience (X3).dan veriabel endogen (Y) yaitu Cosumer satisfaction (kepuasan pengunjung) yang terdiri dari persepsi dan ekspektas. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif. Metode pengambilan sampel dalam penelitian ini menggunakan metode non probalility sampling yang digunakan yaitu teknik sampling aksidental atau incidental, dengan jumlah sample 100 responden yang melakukan pembelian di Congo Café & Gallery. Teknik analisis data dan uji hipotesis yang digunakan adalah teknik path analys (analiasis jalur). Tanggapan tamu terhadap proses dining experience di Congo Café & Gallery cukup tinggi. Pada dimensi pre-meal experience tanggapan sangat baik dengan skore yang tinggi sedangkan dimensi meal experience memperoleh skore terendah. Berdasarkan perhitungan SPSS 23 for window menunjukan adanya pengaruh proses dining experience dan Customer satisfaction di Congo Café & Gallery, namun pengaruh tidak cukup besar. Food and beverage business competition is very high, especially in the city of Bandung which is one of the cities in Indonesia famous for its culinary tour. This intense competition is also felt by Congo Café & Gallery, this competition makes the lower level of visits and the level of satisfaction in each year. In order to be able to increase customer satisfaction, Congo Café & Gallery to do dining experience strategy. The purpose of this research is to find out the result of the influence of proces dining experience to customer satisfaction of Congo Café & Gallery. In this research, there are two variables, exogenous variable (X) consisting of pre-meal experience (X1), meal experience (X2) and post-meal experience (X3). And endogenous (Y) ie Cosumer satisfaction (visitor satisfaction) Which consists of perceptions and expectations. The type of research used is descriptive and verifikatif. Sampling method taken in this research is non-probalility sampling method used is accidental or incidental sampling technique, with sample number 100 respondents who make purchases at Congo Café & Gallery. Data analysis technique and hypothesis test used is path analys technique (path analiasis). The guest response to the dining experience at Congo Café & Gallery is quite high. In the pre-meal experience dimension the response is very good with high scores while the meal meal dimension gets the lowest score. Based on the calculation of SPSS 23 for window shows the influence of dining experience process and Customer satisfaction in Congo Café & Gallery, but the influence is not big enough.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | No Panggil : S MPP MIS p-2019; Pembimbing : I. Bagja Wiguna, II. Taufik Abdullah; NIM : 1006499 |
| Uncontrolled Keywords: | dining experience, Customer satisfaction, Congo Café & Gallery |
| Subjects: | G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata |
| Depositing User: | Yayu Wulandari |
| Date Deposited: | 17 Apr 2020 10:27 |
| Last Modified: | 17 Apr 2020 10:27 |
| URI: | http://repository.upi.edu/id/eprint/48463 |
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