The Effect of Service Quality on Customer Satisfaction at Jalapeno Sanur Restaurant

Dewi, Putu Karmenita Sintia (2025) The Effect of Service Quality on Customer Satisfaction at Jalapeno Sanur Restaurant. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This research analyzes how service quality has a significant and positive effect on customer satisfaction, both partially and simultaneously at the Jalapeno Sanur Restaurant, and analyzes the most impacted dimensions of service quality on customer satisfaction at Jalapeno Sanur Restaurant. The data of this research were collected through a questionnaire, observation, and interview. The questionnaire was distributed online in the form of a Google Form. The sampling technique employed is convenience sampling, with 88 respondents. This research was conducted in mixed-methods analysis, which combines qualitative descriptive and Multiple Linear Regression Analysis by IBM SPSS version 29. The result of this research indicates that four of the five dimensions of service quality partially have a positive significant effect on customer satisfaction, except for the tangible dimension. Service quality simultaneously have a positive significant effect on customer satisfaction. The assurance dimension has the most effect on customer satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, Restaurant
Subjects:	Ilmu Sosial Humaniora
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Putu Karmenita Sintia Dewi
Date Deposited:	21 Aug 2025 09:29
Last Modified:	21 Aug 2025 09:30
URI:	https://repository.pnb.ac.id/id/eprint/16749

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