PENGARUH SERVICESCAPE DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DI PLATINUM GRILL RESTAURANT SURABAYA - Sendy Hartanto; Anthony Steven Pranata; Marcus Remiasa (Jurnal Hospitality dan Manajemen Jasa, 2019)
AbstrakRestoran Platinum Grill Surabaya merupakan salah satu restoran fine diningterpopuler di Surabaya. Oleh sebab itu, semua indikator servicescape dan servicequality harus dikontrol dan ditingkatkan secara cepat dan tepat. Penelitian inidimaksudkan untuk mengetahui sejauh mana servicescape dan service qualityberpengaruh terhadap customer satisfaction .Penelitian menggunakan metodekuantitatif dan analisis regresi linear berganda dengan 115 responden yang sudahpernah makan di restoran selama 6 bulan pada restoran Platinum Grill Surabaya.Dari hasil penelitian diketahui bahwa servicescape berpengaruh positif dansignifikan terhadap customer satisfaction, sedangkan service quality berpengaruhpositif dan tidak signifikan terhadap customer satisfaction.Kata Kunci: Servicescape , Service Quality , Customer SatisfactionAbstractPlatinum Grill Restaurant Surabaya is one of the most fine dining restaurant inSurabaya. Therefore, all indicator servicescape and service quality must becontrolled and improved accurately and quickly. This research is intended to findout how far servicescape and service quality have effect to customersatisfaction.This research use quantitative method and analyze multiple linearregression with 115 respondent who have eaten at Platinum Grill restaurant for thepast 6 months. From the result of this research note that servicescape havepositive effect and significant to customer satisfaction, while service quality havepositive effect and not significant to customer satisfaction.Keywords : Servicescape , Service Quality , Customer Satisfaction.