Formosa Journal of Science and Technology (FJST)
Vol. 5 No. 4 (2026): April 2026

The Influence of Service Quality on Customer Satisfaction at Fried Duck H. Slamet Restaurant Bogor

Jodi Renaldy Arifin (Bogor Tourism College)
Maidar Simanihuruk (Bogor Tourism College)

Article Info

Publish Date
05 May 2026

Abstract

This study analyzes the effect of service quality on customer satisfaction at Bebek Goreng H. Slamet restaurant in Bogor. A descriptive-verificative quantitative approach was used with a sample of 100 respondents through a Likert-scale questionnaire. Service quality was measured based on the five SERVQUAL dimensions, while satisfaction was assessed from the alignment of expectations and the intention to revisit. The results show a positive and significant effect of service quality on satisfaction. Improving responsiveness, accuracy, and service consistency is key to strengthening customer experience and competitiveness

Copyrights © 2026




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Journal Info
Formosa Journal of Science and Technology (FJST)
Website

Abbrev

fjst

Publisher

PT FORMOSA CENDEKIA GLOBAL

Subject

Humanities Computer Science & IT Education Industrial & Manufacturing Engineering Social Sciences

Description

Formosa Journal of Science and Technology (FJST) is an open-access scientific journal that publishing full-length research papers and review articles covering subjects that fall under the wide spectrum of science and technology. FJST journal is dedicated towards dissemination of knowledge related to ...