THE ASSESSMENT OF JAPANESE RESTAURANT SERVICE QUALITY AND ITS IMPLICATION ON CUSTOMER SATISFACTION: A CASE STUDY IN SUSHI TEI BANDUNG
Japanese Restaurants has grown well in Indonesia, especially in Bandung. One of them is Sushi Tei which very well-known in the society. There are numerous elements in a restaurant, but previous researches have found that service quality is one of the most important. Since Japanese Restaurant usually...
Saved in:
| Main Author: | |
|---|---|
| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/28264 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Japanese Restaurants has grown well in Indonesia, especially in Bandung. One of them is Sushi Tei which very well-known in the society. There are numerous elements in a restaurant, but previous researches have found that service quality is one of the most important. Since Japanese Restaurant usually applied some Japanese typical services, the objective of this research is to measure the current state of service quality at Sushi Tei Bandung and to find whether it has a significant influence on customer satisfaction. This research used quantitative approach and utilized questionnaire for data gathering. Total of respondents that filled the questionnaire is 213 respondents. For analysis, we used student t-test and multiple linear regressions method. This research measured the current state of service quality at Sushi Tei Bandung by calculating the significant difference between customer expectation and customer perception. The result showed that there is a significant difference between customer expectation and customer perception in all service quality dimensions which are tangibles, reliability, responsiveness, assurance, and empathy. The result also showed that tangibles, responsiveness, and empathy dimension have a significant correlation with customer satisfaction, meanwhile, reliability and assurance dimension does not have. According to those results, the suggestion for Sushi Tei Bandung is that they need to improve their service quality thoroughly since it does not meet customer expectation in any dimension. In its application, Sushi Tei Bandung can focus on tangibles, responsiveness, and empathy dimension first since those dimensions have correlations with customer satisfaction. |
|---|