Journal of Business on Hospitality and Tourism
Vol 8, No 1 (2022): JOURNAL OF BUSINESS ON HOSPITALITY AND TOURISM

The effect of service quality on consumer satisfaction at fast food restaurants in denpasar

Astina, I Nyoman Gede (Unknown)
Wirawan, Putu Eka (Unknown)
Ying, Lim Hui (Unknown)
Sadipun, Wilhelmus Venrico (Unknown)
Jnanasara, IGN Aryavikan (Unknown)
Astuti, Putu Cindy Ayudia (Unknown)
Kurniawan, Kadek Indra (Unknown)



Article Info

Publish Date
30 Jun 2022

Abstract

The culinary industry is a small part of the tourism sector in Indonesia, which still exists during the Covid-19 pandemic. This study aims to analyze the existence of fast food restaurants in Bali, with the focus of the study on the effect of service quality on customer satisfaction. The type of research used in this study is associative research and the variables analyzed in this study are physical evidence, reliability, responsiveness, assurance, empathy and customer satisfaction. This research was conducted at Mie Gacoan Gatot Subroto Restaurant, Central Bali, using a sample population of the restaurant's consumers. The sampling technique used purposive sampling, which amounted to 100 respondents. Based on the results of the F-test, it can be concluded that the dependent variable in the form of consumer satisfaction can be significantly influenced by the independent variables in the form of physical evidence, reliability, responsiveness, assurance and empathy together.

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Journal Info

Abbrev

jbhost

Publisher

Subject

Social Sciences

Description

JBHOST aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The audience of this publication primarily comprises academics, graduate students, practitioners and all others interested in ...