PENGARUH KUALITAS PELAYANAN DAN MENU TERHADAP KEPUASAN KONSUMEN NH CAFE AND RESTO BANDA ACEH

Abstract

This study aims to determine and examine the influence of the effect of Service Quality on the Banda Aceh NH Cafe and Resto Consumer Satisfaction, and the Menu on the Banda Aceh NH Cafe and Resto Consumer Satisfaction. Based on the results of research on 50 permanent consumers, it is obtained that according to NH Banda Aceh Cafe and Resto consumers about the Menu provided at the cafe and restaurant given an assessment has reached 80.04% of expectations. While support for service quality according to consumers has reached 80.2% of what consumers expect. So that the level of consumer satisfaction reaches 82.54%. From the results of the correlation analysis approach, the value of the menu correlation coefficient and service quality on customer satisfaction is R = 0.777; So there is 60.4% contribution of menu variables and service quality to consumer satisfaction. From the results of multiple linear regression analysis approaches, it is evident that service quality and menu affect customer satisfaction (Y), with a regression model Y = 21.533 + 0.212 X1 +  1.735 X2. The influence of the menu available at cafes and restaurants is higher than the quality of service.