Pengaruh Higienitas terhadap Kepuasan Pelanggan: Studi Kasus Rm. Sate Rembiga Ibu Sinaseh
Article Sidebar
Main Article Content
Abstract
The purpose of this study is to investigate the impact of restaurant hygiene on visitor satisfaction at the Rembiga Ibu Sinnaseh satay restaurant. This study employs one independent variable, hygienic, and one dependent variable, visitor satisfaction. The data in this study were collected by distributing questionnaires to 100 people who had visited the Rembiga Ibu Sinnaseh satay restaurant as the research sample after reviewing the literature and the field and formulating hypotheses. The sampling method used is non-probability sampling, also known as incidental sampling. The quantitative data analysis method is used, with validity tests, reliability tests, classical assumption tests, simple regression analysis, T tests, and coefficient of determination tests. The results of the analysis show that the indicators in this study are valid and reliable. The data in the classical assumption test is normally distributed, with no heteroscedasticity. The hygienic hypothesis test has a positive and statistically significant impact on visitor satisfaction. The study's findings are as follows: first, hygiene has a positive and significant effect on visitor satisfaction. This is evidenced by the hygienic significance of 0.000 0.05 and a tcount value of 7,771 that is greater than the ttable value of 1,984. Second, hygiene influences visitor satisfaction by 38.3 percent, while the rest is influenced by other factors not included in the study by 61.7 percent.
Downloads
Article Details
References
Agedu, G.O., Donkor, F. and Obeng, S. (2011). Teach Yourself Research Methods. UEW, Kumasi.
Alphonce R, Alfnes F, Sharma A. Consumer vs. citizen willingness to pay for restaurant food safety. Food Policy. 2014; 49:160–6.
Anisatul Auliya dan Dinda Nira Aprilia. (2016). Pengaruh Hygiene Pengolahan Makanan Terhadap Kualitas Makanan di Hotel Aston Rasuna Jakarta, Jurnal Hospitality dan Pariwisata, Akademi Pariwisata Pertiwi Vol. 2 No. 2, hlm. 216-227.
Bagram, M.M.M. and Khan, S. (2012) Attaining Customer Loyalty: The Role of Consumer Attitude and Consumer Behaviour. International Review of Management and Business Research, 1, 1-8.
Candrianto. (2021). Kepuasan Pelanggan Suatu Pengantar. Malang: Literasi Nusantara.
Fatimah UZAU, Boo HC, Sambasivan M, Salleh R. (2011). Foodservice hygiene factors—The consumer per- spective. International Journal of Hospitality Management. 30(1):38–45.
Forozia, A., Zadeh, S.M. and Hemmati, M. (2013) Customer Satisfaction in Hospi- tality Industry: Middle East Tourists at 3star Hotels in Malaysia. Research Journal of Applied Sciences, Engineering and Technology, 5, 4329-4335.
Hulu, Victor Trismanjaya, dkk. (2020). Kesehatan Lingkungan. Medan: Yayasan Kita Menulis.
Iglesias, M.P. and Guillen, M.J.Y. (2004) Perceived Quality and Price: Their Impact on the Satisfaction of Restaurant Customers. International Journal of Contempo- rary Hospitality Management, 16, 373-379. https://doi.org/10.1108/09596110410550824
Kivela?, J.J. and Chu, C.Y.H. (2001) Delivering Quality Service: Diagnosing Favour- able and Unfavourable Service Encounters in Restaurants. Journal of Hospitality and Tourism Research, 25, 251-271. https://doi.org/10.1177/109634800102500302
Klimoski, R. and Donahue, L. (2001) Person Perception in Organizations: An Over- view of the Field. In: London, M., Ed., How People Evaluate Others in Organiza- tions, Lawrence Erlbaum Associates, Mahwah, 5-43.
Kursunluoglu E. (2011) Customer service effects on customer satisfaction and customer loyalty: A field research in shopping centers in Izmir City-Turkey. International Journal of business and social science. 2(17).
Kursunluoglu E. (2011) Customer service effects on customer satisfaction and customer loyalty: A field research in shopping centers in Izmir City-Turkey. International Journal of business and social science. 2(17).
Liu P, Tse EC-Y. (2018). Exploring factors on customers’ restaurant choice: an analysis of restaurant attributes. British Food Journal. 120(10). https://doi.org/10.1108/BFJ-11-2017-0626 PMID: 30581195
McDougall, G.H.G. and Levesque, T. (2000) Customer Satisfaction with Services: Putting Perceived Value into the Equation. Journal of Services Marketing, 14, 392-410. https://doi.org/10.1108/08876040010340937
Min, H. and Min, H. (2011) Benchmarking the Service Quality of Fast-Food Res- taurant Franchises in the USA: A Longitudinal Study. Benchmarking, 18, 282-300. https://doi.org/10.1108/14635771111121711
Omar MS, Ariffin HF, Ahmad R. (2016). Service quality, customers’ satisfaction and the moderating effects of gender: A study of Arabic restaurants. Procedia-Social and Behavioral Sciences. 224:384–92.
Rashid IM, Abdullah MFS, Yusuf BNM, Shaari MS. (2016). Impact of service and food quality on customer sat- isfaction among generation Y for the fast food restaurant in Malaysia. International Journal of Informa- tion, Business and Management. 8(1):51.
Rasmani KA, Shahari NA, editors. (2007). Job satisfaction evaluation using fuzzy approach. Third International Conference on Natural Computation (ICNC 2007): IEEE.
Reynolds, S.J. and Hwang, J. (2006) Influence of Age on Customer Dining Experi- ence Factors at U.S. Japanese Restaurants. International Multidisciplinary Journal of Tourism, 1, 29-43. https://mpra.ub.uni-muenchen.de/25394
Ryu, K. and Han, H. (2009) Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality and Tour- ism Research, 34, 310-329. https://doi.org/10.1177/1096348009350624
Ryu, K., Lee, Y. and Kim, J. (2011) The Influence of the Quality of the Physical En- vironment, Food, and Service on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioural Intentions. International Journal of con- temporary Hospitality Management, 24, 200-223. https://doi.org/10.1108/09596111211206141
Shaikh, A.A.U. and Khan, R.U.N. (2011) Impact of Service Quality on Customer Satisfaction: Evidences from the Restaurant Industry in Pakistan. Journal of Man- agement and Marketing, 9, 343-355. https://ssrn.com/abstract=2104139
Stevianus. (2014). Pengaruh Atraksi Wisata, Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung di Taman Margasatwa Ragunan Jakarta”, Jurnal Ekonomi Bisnis, Fakultas Ekonomi, Universitas Gunadarma Vol. 19 No. 3, hlm. 39-48.
Uddin MB. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal. 121 (11).
Wang M, Bai L, Gong S, Huang L. (2020). Determinants of consumer food safety self-protection behavior—an analysis using grounded theory. Food Control. 113:107198.
Zairi M. (2000). Managing customer dissatisfaction through effective complaints management systems. The TQM magazine.
Zhang, Z., Zhang, Z. and Law, R. (2012) Regional Effects on Customer Satisfaction with Restaurants. International Journal of Contemporary Hospitality Management, 25, 705-722. https://doi.org/10.1108/IJCHM-Aug-2012-0148