Analisa Kualitas Layanan pada Industri Jasa Boga

https://doi.org/10.22146/agritech.13504

Rina Inderayani(1*), Wahyu Supartono(2), Didik Purwadi(3)

(1) Alumni FTP-UGM
(2) Fakultas Teknologi Pertanian, Universtas Gadjah Mada, Yogyakarta
(3) Fakultas Teknologi Pertanian, Universtas Gadjah Mada, Yogyakarta
(*) Corresponding Author

Abstract


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 + 3.99x10-2X17.278x104X2– 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

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DOI: https://doi.org/10.22146/agritech.13504

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Agritech (print ISSN 0216-0455; online ISSN 2527-3825) is published by Faculty of Agricultural Technology, Universitas Gadjah Mada in colaboration with Indonesian Association of Food Technologies.


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