KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN MAKANAN DAN MINUMAN: BUKTI EMPIRIS DI RUMAH MAKAN TAMAN HANDAYANI/HANDAYANI GARDEN JALAN RAYA PRAPEN 35 SURABAYA

Abstract

Abstrak

Perkembangan bisnis industri jasa boga semakin berkembang pesat seiring dengan kebutuhan konsumen akan makanan yang praktis sehingga kualitas pelayanan menjadi hal penting yang harus diperhatikan agar tetap dijadikan pilihan oleh pelanggan. Penelitian ini bertujuan untuk: 1) mengetahui kepuasan konsumen terhadap kualitas pelayanan makanan dan minuman ditinjau dari kualitas interaksi (sikap, perilaku, dan keahlian), kualitas lingkungan fisik (ambient conditions, desain, dan faktor sosial) dan kualitas hasil (waktu tunggu, bukti fisik, dan valensi); dan 2) mengetahui kepuasan konsumen terhadap kualitas pelayanan makanan dan minuman di Handayani Garden secara keseluruhan.

Penelitian ini adalah penelitian deskriptif kuantitatif, yang dilakukan di Rumah Makan Taman Handayani Jalan Raya Prapen 35 Surabaya pada bulan November 2016. Kriteria sampel adalah pria dan wanita berusia diatas 15 tahun, pernah berkunjung minimal satu kali dan memiliki kesempatan satu kali menjadi sampel. Data diperoleh melalui kuesioner. Analisis data yang digunakan adalah analisis univariat dengan prosentase untuk mendeskripsikan kepuasan konsumen terhadap kualitas interaksi (sikap, perilaku, dan keahlian), kualitas lingkungan fisik (ambient conditions, desain, dan faktor sosial), kualitas hasil (waktu tunggu, bukti fisik, valensi) dan kepuasan konsumen terhadap kualitas pelayanan makanan dan minuman secara keseluruhan.

Hasil penelitian menunjukkan bahwa 1) sebagian besar konsumen merasa puas terhadap kualitas interaksi, kualitas lingkungan fisik, dan kualitas hasil; 2) sebagian besar konsumen merasa puas terhadap kualitas pelayanan makanan dan minuman di Handayani Garden secara keseluruhan dengan analisis univariat yang menunjukkan nilai sebesar 98%. Penelitian ini disimpulkan bahwa konsumen merasa puas terhadap kualitas pelayanan makanan dan minuman di Handayani Garden secara keseluruhan.

Kata kunci: kepuasan konsumen, kualitas pelayanan, rumah makan 

Abstract

The development of service industry business restaurant is growing rapidly along with the needs of consumers who want practical food.quality of service is important to be aware of as well as maximized in order to be able to survive and remain the foundation of the selection by the customer.The purposes of this research were: 1) to find out the customer satisfaction of the food and beverage service quality of the interaction quality (attitudes, behaviors, and expertise) the physical environment quality (ambient conditions, design, and social factors) and the outcome quality (waiting time, tangibles, and valence); and 2) to find out the consumer satisfaction of the food and beverage service quality in Handayani Garden overall.

This study was a quantitative descriptive research which conducted in Handayani Garden Restaurant at Highway 35 Prapen Surabaya, on November 2016.Sample criteria was men and women above 15 years old, visited at least on time and had the chance to become one of the sample. The data was collected by a questionnaire, and univariate analysis used to describe the percentage with consumer satisfaction of the interaction quality (attitudes, behaviors, and skills), the physical environment quality (ambient conditions, designs, and social factors) the outcome quality (waiting times, tangibles, valences) and to know consumer satisfaction of the food and beverage service quality overall.

The results shows that 1) most customers were satisfied of the interaction quality, the physical environment quality, and the outcome quality; 2) most customers were satisfied of the food and beverage service quality in Handayani Garden overall with univariate analysis indicated value of 98%. This study concluded that consumer were satisfied of the food and beverage service quality in Handayani Garden overall.

Keywords: consumer satisfaction, service quality, restaurants