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All Journal Khasanah Ilmu - Jurnal Pariwisata Dan Budaya
Guntama, Feriawan
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Environmental Science Social Sciences

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Analysing the Role of Service Encounter Quality in Enhancing Customer Delight in Chinese Hotpot Restaurant Agatha, Margareth Gabriel; Martheus, Felix; Guntama, Feriawan; Wibowo, Rendi; Juliana, Juliana
Khasanah Ilmu - Jurnal Pariwisata Dan Budaya Vol 16, No 1 (2025): Jurnal Khasanah Ilmu - Maret 2025
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/khi.v16i1.26123

Abstract

This study examines the role of service encounter quality in enhancing customer delight at Chinese hotpot restaurants in Jakarta. Employing a quantitative research approach, data were collected from 100 customers of various prominent Chinese hotpot establishments through structured questionnaires. The analysis service encounter quality have a significant positive effect on customer delight. These findings underscore the necessity for restaurant managers to prioritize not only product quality but also the quality of customer interactions to foster memorable and delightful dining experiences. By highlighting the pivotal role of service encounters in experiential dining, this study adds to the existing literature on customer experience management and provides practical insights for improving customer engagement in the restaurant industry. 
Co-Authors Agatha, Margareth Gabriel Juliana Juliana Martheus, Felix Wibowo, Rendi