Pengaruh Kualitas Makanan Food and Beverage Departement terhadap Kepuasan Pelanggan di Oena Restoran Grand Orchardz Hotel, Jakarta

Dewa Ayu Prajna Gayatri, Inti Krisnawati

Abstract


In the hospitality industry, customer satisfaction is very important because it is the goal of hotel companies. Therefore, the food and beverage services provided by the food and beverage department must meet customer expectations, because customer satisfaction is the customer's emotional response in evaluating the customer experience using the services of the food and beverage department. The objects studied in this study were guests who used the services of the food and beverage department at Oena Restaurant Grand Orchardz Hotel Jakarta. This research uses quantitative methods with data collection techniques of questionnaires, observation and literature study. The sample for this study was 100 guests who used the food and beverage department at Oena Restaurant Grand Orchardz Hotel, and used the accidental sampling method. Data analysis techniques in this study used validity tests, classical assumption tests, coefficient of determination, t tests and simple linear regression analysis. Then the data is processed using IBM SPSS 26 software. The results of the calculation of the coefficient of determination (R2) have an influence on customer satisfaction, which is equal to 80%. Based on the results of simple linear regression analysis calculations with the t-test, a tcount value of 2.929 > 1.987 (ttable) was obtained with a p- value of 0.004. If the p-value is <alpha (5%), it can be interpreted that H1 is accepted while H0 is rejected or it can be interpreted that food quality (X) has an influence and is significant on customer satisfaction (Y) at Oena Restaurant grand Orchardz Hotel Jakarta

Keywords


Loyalty; Hotel; Service quality;

Full Text:

PDF

References


1 Buku

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS

Semarang: Badan Penerbit Universitas Diponegoro.

Handayani, R. (2020). Metodologi Penelitian Sosial. Yogyakarta: Trussmedia Grafika.

Hidayah, N. (2019). Pemasaran Destinasi Pariwisata. Bandung: Alfabeta. Hurdawaty, & Parantika. (2018). Manajemen Penyelengaraan Hotel.

Bandung: Alfabeta.

Kotler, Philip, Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing Management: An Asian Perspective. New York: Pearson Education.

Sugiyono. (2019). Metodologi Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabet

Susanti, N. (2020). Pengaruh Kualitas Produk, Fasilitas dan Harga Terhadap Kepuasan Konsumen Pada Resto Betri Kecamatan Siman Kabupaten Ponorogo. Ponorogo: Skripsi IAIN Ponorogo.

2 Jurnal

Albesta, M. (2018). Pengaruh Kualitas Makanan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Cafe Warunk Upnormal Kota Malang. Jurnal Manajemen Ekonomi Dan Bisnis, 6(2), 1–17.

Bimo, A., Ruwaida, A., Hidayat, D., & Basri. (2020). The Effect of Food Quality Towards Customer Satistification and Reppurchase Intention (Case Study of Plate Restaurant). Businees Management Journal, 10(1), 1–9.

Efendi, J., & Azizah, N. (2019). Pengaruh Kualitas Produk, Harga dan Lokasi Terhadap Kepuasan Pelanggan Toko Fanny Textile Jakarta. Jurnal Mitra Manajemen, 10(2), 71–78.

Irawan, R. (2019). Pengaruh Pelayanan Terhadap Kepuasan Pelanggan Pada Ajib Bakery Jakarta. Jurnal Akuntansi Dan Manajemen, 16(02), 255–266.

Conference, 1(1), 533–538.

Qin, H., Prybutok, V. R., & Zhao, Q. (2010). Perceived Service Quality In Fast Food Restaurants: Empirical Evidence From China. International Journal of Quality & Reliability Management, 27(4), 424–437.

Soegoto, A. S., Poluan, J. G., & Tatael, M. V. (2022). Analisis Pengaruh Kualitas Produk dan Review Online yang di Mediasi oleh Niat Beli Terhadap Kepuasan Konsumen Es Cream Aice (Studi Pada Konsumen Milenial di Manado). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(2), 124–134.

Suhairi, D. (2019). The Importance of Location, Promotion, and Merchandising in Affecting the Consumer Purchasing Decision: A Case Study in PT Wijaya Motor Bandung, Indonesia. International Journal of Science and Society, 1(2), 143–154.

Winarjo, H., & Japarianto, E. (2017). Pengaruh Food Quality dan Atmosphere terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening Pada Café Intro di Surabaya. Jurnal Strategi Pemasaran, 4(2), 1–6.

Worotikan, A. L., Massie, J. D. D., & Tawas, H. N. (2021). Pengaruh Kualitas Pelayanan, Kualitas Makanan, dan Harga Terhadap Kepuasan Pelanggan Pada Rumah Makan Ikan Bakar Kinamang. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 9(3), 1277– 1285.

Wulandari, P. Y. (2022). Pengaruh Kualitas Makanan Terhadap Kepuasan Pelanggan di Skai Restoran Hotel Padma Resort Legian. Jurnal Ilmiah Pariwisata Dan Bisnis, 1(7), 1775–1789.

3 Peraturan Perundang-Undangan

Kemenparekraf RI. (2013). Peraturan Menteri Pariwisata dan Ekonomi Kreatif Nomor PM.53/HM.001/MPEK/2013 tentang Standar Usaha Hotel. Jakarta: Kemenparekraf RI.

Pemerintah RI. (2019). Undang-Undang No. 10 Tahun 2019 Tentang Kepariwisataan. Jakarta: Sekretariat Negara.

4 Link

Booking.com. (2023). Grand Orchardz Hotel Kemayoran Jakarta. Retrieved July 10, 2023, from https://www.booking.com/hotel/id/grand-orchardz- kemayoran -jakarta.id.html




DOI: https://doi.org/10.31334/jd.v5i2.3855

DOI (PDF): https://doi.org/10.31334/jd.v5i2.3855.g1993

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Destinesia : Jurnal Hospitaliti dan Pariwisata

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats

 

____________________________________________

Destinesia : Jurnal Hospitaliti dan Pariwisata

Bulan Terbit

  • Maret dan September

Email:

Penerbit :

  • Program Studi Hospitaliti dan Pariwisata dan LPPM Institut Ilmu Sosial dan Manajemen STIAMI

Alamat :

  • Jl. Pangkalan Asem Raya No. 55 Cempaka Putih Jakarta Pusat 10530 Telp: (021) 4213380