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All Journal Bogor Hospitality Journal
Devina Nisa Liora
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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PENGARUH KUALITAS LAYANAN TERHADAP PELANGGAN DI A&W RESTAURANT INDONESIA Parantika, Asep; Devina Nisa Liora
Bogor Hospitality Journal Vol 9 No 2 (2025): Bogor Hospitality Journal
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Pariwisata Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55882/bhj.v9i2.152

Abstract

The quality service expected by consumers is good facilities and service, comfort, safety, tranquility, and satisfactory results. The purpose of this study is to find out whether there is an influence of service on customer satisfaction, how much service contributes to customer satisfaction of A & W Restaurant. This research was conducted using qualitative descriptive using a case study approach that has service quality variables as independent variables and customer satisfaction on bound variables. This research was conducted by interviews and observations. The results of the study show that the staff of A&W Restaurant have implemented five dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy, so that guests still remain loyal, even though there are still many things to be improved.
Co-Authors Parantika, Asep