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Analysis of service quality and customer satisfaction at the Sky Lounge And Cafe padang state university hotel padang Reynaldy, Reynaldy; Kasmita, Kasmita; Gusnita, Wiwik; Holinesti, Rahmi
Jurnal Pendidikan Tata Boga dan Teknologi Vol 6, No 2 (2025): Jurnal Pendidikan Tata Boga dan Teknologi
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jptbt.v6i2.26925

Abstract

Sky Lounge and Café at UNP Hotel Padang is a culinary service business unit with a modern concept and exclusive services. Maintaining and improving service quality remains a strategic challenge, as it directly impacts customer satisfaction and loyalty. This study analyzes consumer perceptions of service quality and its effect on satisfaction using a quantitative approach, with 100 respondents selected through accidental sampling. The results show that all service quality dimensions (tangibles, reliability, responsiveness, assurance, empathy) were rated in the "good" category, with scores ranging from 3.0 to 3.4. Among these, tangibles (3.4) and assurance (3.3) were the highest-rated dimensions, while responsiveness (2.8) was identified as the weakest aspect requiring improvement. The study further reveals that service quality has a significant positive effect on customer satisfaction, accounting for 55.1% of its variance. The findings suggest that targeted improvements in responsiveness and empathy are crucial for enhancing overall customer satisfaction and loyalty. This research provides practical recommendations for service enhancement in the hospitality sector, particularly in competitive urban settings.
Co-Authors Ade Irferamuna Adriana, Ghina Affriadi, Rhiska Septyani Afriani, Winda Agustina, Mariana Ambiyar, Ambiyar Anantaya, Frichicila Tri Andriyani, Monica Anggraini, Ezi Anggraini, Indria Sari Anni Faridah Annisa Aprilia Annisa, Desfiarini Asmar Yulastri Astuti, Silvia Sri Asyari, Bella Vedia Ayuni, Indah Muthia Azzahra, Tassania Ridho Cici Andriani D, Sri Wahyuni DIAN LESTARI Dikki Zulfikar Efendi, Elma Wahyuni Efli, Haura Tsamarah Eka Wati, Maisa Siska elida elida Fatria, Sevly Riri Febrianti, Windi Mulya Fitri, Annisa Rahma Fridayanti, Lucy Fuadi, Asral Ganefri Ghifari, Muhammad Al Giatman Giatman, M Gusri, Serina Gustina, Vika Afnelisa Handari, Eras Sahira Handayani, Utari Hansi Effendi Hayati, Yuri Hazzarah, Fanessha Holinesi, Rahmi Indrayeni, Wiwik Insan, Ranggi Rahimul Insani, Ranggi Rahimul Jannah, Yori Raudhatil Jayusman, Yesi Kartika, Messy Kasmita Kasmita Khair, Dillatul Kholizah, Winda Kispriatama, Cindy Lofandri, Wiki Lucy Fridayati Mandasari, Yulia Maulani, Dira Maysya, Rameza Nabilah Mesya, Titania Dwi Muharani, Arfiona Muskhir, Mukhlidi Mustika, Sari mutiara, Dahlia Ningrum, Wulan Salwa Nizwardi Jalinus Nurhasanah Nurhasanah Nuri Aslami NURUL AZIZAH Pertiwi, Ayunda Prabaningtyas, Dewi Prastika, Suci Okdivia Putri Yanti, Aimi Dwi Putri, Suci Fortuna Putri, Syandra Meylani Putri, Tika Nuansa Putri, Tivany Putri, Yolanda RAHAYU, IFNALIA Rahmi Holinesti Rahmi, Zulfiandra Rambe, Siti Afifah Refdinal, Refdinal Reynaldy, Reynaldy Riski Gusri Utami Rochanawati, Ida Rufaidah, Lathifa Salmadira, Hanifah Santi, Titen Darlis Sari, Febrita Sari, Yolanda Intan Septiandi, Audilla Shafira, Ersa Siregar, Juliana Siti Khairun Nisa Sofiani, Hernifa Susanti, Hafifah Mardiah Tanti, Yelvis - ULWAN, NASEH Ulya, Wafiqah Wahyuni, Sukma Wirnelis Syarif Yasih, Fitri Yelfi, Reno Yolanda, Ratifah Yuliana Yuliana Yulias, Yahya Aulia Yuni, Annisa Rahma Yunica, Febria Zumairo, Siti