Pengaruh Kualitas Pelayanan Pramusaji Terhadap Kepuasan Tamu pada Restaurant Sanur Harum di Hotel the Prime Plaza Sanur

Abstract

Consumer satisfaction is a condition in which the needs, desires, and expectations of consumers for a product and service are in accordance with or fulfilled by the appearance of the product and service. Many factors affect customer satisfaction, one of which is the quality of service. This study aims to determine the effect of direct evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur either partially or simultaneous. This research started from January to June 2022. The research method used is a quantitative approach with data collection techniques using research tools in the form of a questionnaire with accidental sampling technique (accidental sampling). The data is processed from the complete answers of 100 respondents. The results showed that: (a) There was a significant effect between direct evidence on guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur. (b) There is a significant effect of reliability on guest satisfaction at Restaurant Sanur Harum at The Prime Plaza Hotel Sanur. (c) There is a significant influence between responsiveness to guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur. (d) There is a significant effect of guarantee on guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur. (e) There is a significant effect of empathy on guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur. (f) There is a significant effect between direct evidence, reliability, responsiveness, assurance, and empathy on guest satisfaction at Restaurant Sanur Harum at Hotel The Prime Plaza Sanur