SERVICE QUALITY AND ITS RELATIONSHIP WITH CUSTOMER SATISFACTION AND PERCEIVED VALUE: A CASE STUDY TIME OUT SPORT CAFÉ, BOGOR

• Main Author: Germanimo Laksmana, Naudy
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72429
• Institution: Institut Teknologi Bandung

Restaurant and café business is one of the most competitive industries. Time Out Sports Café, established in June 2014, needs to continuously provide good service quality to be able to stay in the business. To overcome the competition, they are considering a plan to improve the service quality. This study aims to examine the importance of service quality towards perceived value and customer satisfaction on Time Out Sport Cafe. A research was conducted to analyze service quality and its relationship with perceived value and customer satisfaction. A quantitative approach was used by distributed a questionnaire to Time Out Sport Café’s customers via online. Path analysis was used to analyze the data collection from 100 respondents, which are Time Out Sport Café’s customers. There are several main findings from this research: First is service quality positively influences perceived value. Second is service quality positively influences customer satisfaction. Third is perceived value positively influence customer satisfaction. Fourth is service quality give more effect to customer satisfaction if it’s through customers’ perceived value. And the fifth, responsiveness dimension is the weakest aspect in Time Out Sport Café’s services. Based on those findings, recommendation that given by the author is Time Out Sport Café should be consider and improve their service quality and customers’ perceived value to give more effect on improving customer satisfaction that leads to profitability. In order to improve Time Out Sport Café’s service, the most aspect that should be considered is responsiveness.