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All Journal Jurnal Minfo Polgan (JMP) Padma: Jurnal Pengabdian Kepada Masyarakat
Alexander Mario Retto Djong
ITBK Bukit Pengharapan
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Library & Information Science Mathematics Public Health Social Sciences Other

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Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan : Studi Kasus pada Resto Atsiri Indonesia, Tawangmangu Heni Valentina Samongilailai; Alexander Mario Retto Djong
Jurnal Minfo Polgan Vol. 15 No. 2 (2026): Artikel Penelitian
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/jmp.v15i2.16251

Abstract

The purpose of this study was to investigate how customer satisfaction at Resto Atsiri Indonesia, Tawangmangu, is influenced by service quality characteristics such as tangibles, reliability, responsiveness, assurance, and empathy. Using a purposive sampling technique, 97 Partisipants were selected based on their direct experience enjoying the restaurant's dishes. A five-point Likert-scale closed-ended questionnaire that had undergone validity and reliability testing was used to collect data. Partial and simultaneous effects were tested at a 5% significance level using multiple linear regression analysis using IBM SPSS 29. The results showed that customer satisfaction was positively and significantly influenced by responsiveness. Empathy also had a positive and significant effect on customer satisfaction and was proven to be the most dominant variable based on the Standardized Beta value of 0.870. Meanwhile, tangibles, reliability, and assurance did not have a significant partial effect on customer satisfaction. Simultaneously, the five dimensions of service quality had a positive and significant effect on customer satisfaction with a contribution of 79.9% to the variation in customer satisfaction. These findings imply that the management of Resto Atsiri Indonesia needs to prioritize improving the dimensions of empathy and responsiveness through employee training oriented towards sensitivity, friendliness, and speed in serving customers to continuously increase satisfaction. Further research is recommended to add other variables such as product quality, price, and location attractiveness with a broader and more diverse scope of research objects.
Pelatihan Pemasaran Digital Melalui Konten Marketing dan Tools Artificial Intelligence Bersama Gita Laras, Pancot, Tawangmangu Alexander Mario Retto Djong; Truli Nugroho; Kristian Faskahariyanto; Suryo Adinugroho
PADMA Vol 5 No 2 (2025): JURNAL PENGABDIAN KEPADA MASYARAKAT (PADMA)
Publisher : LPPM Politeknik Piksi Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56689/padma.v5i2.2394

Abstract

Pancot adalah desa wisata dengan potensi wisata alam dan tradisi lokal. Desa ini memiliki organisasi kelompok usaha bernama Gita Laras. Organisasi kelompok bisnis ini adalah perkumpulan ibu – ibu setempat, dengan 30 anggota yang memiliki berbagai usaha mikro, kecil, dan menengah (UMKM) yang beroperasi di beberapa sektor bisnis. Namun, faktor pemasaran digital seperti pemasaran konten dan penggunaan teknologi kecerdasan buatan (AI), yang merupakan tren kontemporer, belum dimanfaatkan sepenuhnya. Organisasi Gita Laras ini mengundang ITBK Bukit Pengharapan untuk berkolaborasi dalam berkontribusi berbagi pengetahuan melalui FGD dan program penyuluhan mengenai pemanfaatan pemasaran konten serta pengenalan penggunaan teknologi AI untuk pemasaran digital. Pengabdian masyarakat dengan organisasi Gita Laras adalah langkah bijak yang diambil untuk mengembangkan potensi bisnis Dusun Pancot. Diharapkan implementasi pemasaran digital dapat mendukung pengembangan bisnis yang sudah ada, meningkatkan daya saing mereka, dan pada akhirnya mendorong perekonomian masyarakat setempat. Penggunaan pemasaran digital adalah investasi yang sangat berharga dalam memajukan UMKM. Hasil yang diperoleh adalah peningkatan pengetahuan, kemampuan, dan keterampilan yang dimiliki oleh anggota organisasi Gita Laras mengenai pembuatan konten dan penggunaan alat teknologi pemasaran digital.
Co-Authors Heni Valentina Samongilailai Kristian Faskahariyanto Suryo Adinugroho Truli Nugroho