Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt)
The growth of income, knowledge, jobs, and work places supported the existence of the food service industry to fulfill the society's need To increase the consumer's satisfaction, it was needed to measure the service quality. The service quality was measured based on several variables: tang...
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| Format: | Article |
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[Yogyakarta] : Universitas Gadjah Mada
2003
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| _version_ | 1826031834304086016 |
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| author | Perpustakaan UGM, i-lib |
| author_facet | Perpustakaan UGM, i-lib |
| author_sort | Perpustakaan UGM, i-lib |
| collection | UGM |
| description | The growth of income, knowledge, jobs, and work places supported the existence of the food service industry to fulfill the society's need To increase the consumer's satisfaction, it was needed to measure the service quality. The service quality was measured based on several variables: tangibles, responsiveness, reliability, assurance, and empathy, which ordered by SERVQUAL instruments.
The research was conducted by using questionnaire which was spread out to the consumers. The research methodology was purposive random sampling. The data were analyzed by product moment correlation test and Alpha technique for reliability test. The assumption for the double regression model had to fulfill following criteria's: no multicolinearity no autocorrelation, and heteroscedasticity which could be ignored
The results showed, that consumer's acceptance level for service quality was high, which could be ranked as follow: reliability (highest), assurance, tangibles, responsiveness, and empathy (lowest). Double regression model for the quality service was : Y = 1.377 + 3.99x10-2X1
7.278x104X2� 4.673x10-2X3 + 0.118X, + 2.381x10'2X3, which meant variable assurance (X4) gave the highest contribution to the consumer's satisfaction.
Keywords: consumer's satisfaction, food, catering service, double regression, SERVQUAL |
| first_indexed | 2024-03-05T22:59:44Z |
| format | Article |
| id | oai:generic.eprints.org:21268 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T18:43:55Z |
| publishDate | 2003 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:212682014-06-18T00:29:38Z https://repository.ugm.ac.id/21268/ Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) Perpustakaan UGM, i-lib Jurnal i-lib UGM The growth of income, knowledge, jobs, and work places supported the existence of the food service industry to fulfill the society's need To increase the consumer's satisfaction, it was needed to measure the service quality. The service quality was measured based on several variables: tangibles, responsiveness, reliability, assurance, and empathy, which ordered by SERVQUAL instruments. The research was conducted by using questionnaire which was spread out to the consumers. The research methodology was purposive random sampling. The data were analyzed by product moment correlation test and Alpha technique for reliability test. The assumption for the double regression model had to fulfill following criteria's: no multicolinearity no autocorrelation, and heteroscedasticity which could be ignored The results showed, that consumer's acceptance level for service quality was high, which could be ranked as follow: reliability (highest), assurance, tangibles, responsiveness, and empathy (lowest). Double regression model for the quality service was : Y = 1.377 + 3.99x10-2X1 7.278x104X2� 4.673x10-2X3 + 0.118X, + 2.381x10'2X3, which meant variable assurance (X4) gave the highest contribution to the consumer's satisfaction. Keywords: consumer's satisfaction, food, catering service, double regression, SERVQUAL [Yogyakarta] : Universitas Gadjah Mada 2003 Article NonPeerReviewed Perpustakaan UGM, i-lib (2003) Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt). Jurnal i-lib UGM. http://i-lib.ugm.ac.id/jurnal/download.php?dataId=4127 |
| spellingShingle | Jurnal i-lib UGM Perpustakaan UGM, i-lib Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title | Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title_full | Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title_fullStr | Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title_full_unstemmed | Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title_short | Analisa kualitas layanan pada industri jasa boga (analisys on service quality in catering service (resta ura nt) |
| title_sort | analisa kualitas layanan pada industri jasa boga analisys on service quality in catering service resta ura nt |
| topic | Jurnal i-lib UGM |
| work_keys_str_mv | AT perpustakaanugmilib analisakualitaslayananpadaindustrijasabogaanalisysonservicequalityincateringservicerestaurant |