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All Journal Jurnal Manajemen Pemasaran
Endo W. Kartika
Program Manajemen Perhotelan, Fakultas Ekonomi, Universitas Kristen Petra Jl. Siwalankerto 121-131, Surabaya
Economics, Econometrics & Finance

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KUALITAS LAYANAN DAN KEPUASAN KONSUMEN: PERSEPSI MASYARAKAT SURABAYA TERHADAP RESTORAN JEPANG DI KOTA SURABAYA Endo W. Kartika
Jurnal Manajemen Pemasaran Vol. 9 No. 2 (2015): OKTOBER 2015
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (249.731 KB) | DOI: 10.9744/pemasaran.9.2.71-77

Abstract

The aim of the research is to identify the construct indicators for service quality based on the Japanese restaurants customer’s perspective in Surabaya, and explain the impact on service quality towards consumer satisfaction. A total of 100 people residing in Surabaya as respondents took part on the research using the DineSERV measurement by Stevens, Knutson, & Patton (1995). The analysis which are conducted consist of the Confirmatory Factor Analysis using SmartPLS 2.0 software, and Multiple Linear Regression using SPPS 23. The findings indicate that DineSERV can be applied as the construct indicators for service quality based on the people of Surabaya. Further result indicates that tangible and assurance dimension were positively but not significantly affect customer satisfaction; reliability and empathy were positively and significantly affect customer satisfaction; and responsiveness was negatively but not significantly affect customer satisfaction.
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