Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan D’Talaga Restaurant dan Villa’s Kotamobagu

Lenka Kapiso; Ririn Andriana

doi:10.31004/riggs.v4i2.1747

Authors

Lenka Kapiso STIE Mahardhika Surabaya
Ririn Andriana STIE Mahardhika Surabaya

DOI:

https://doi.org/10.31004/riggs.v4i2.1747

Keywords:

Kualitas Pelayanan, Kepuasan Pelanggan, SERVQUAL, Regresi Linier Berganda

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada D’Talaga Restaurant dan Villa’s Kotamobagu. Model SERVQUAL digunakan untuk mengukur lima dimensi kualitas pelayanan: bukti fisik (tangibles), keandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), dan kepedulian (empathy). Data dikumpulkan melalui survei kuesioner dari 100 pelanggan yang pernah menggunakan layanan dalam enam bulan terakhir. Analisis dilakukan menggunakan statistik deskriptif dan regresi linier berganda. Hasil penelitian menunjukkan bahwa seluruh dimensi SERVQUAL berpengaruh positif dan signifikan terhadap kepuasan pelanggan (p < 0,05), dengan nilai R² sebesar 0,656. Dimensi tangibles dan reliability memberikan kontribusi pengaruh terbesar terhadap kepuasan. Temuan ini mengindikasikan bahwa aspek visual dan konsistensi pelayanan memainkan peran penting dalam menciptakan pengalaman pelanggan yang memuaskan. Studi ini memperkuat relevansi teori SERVQUAL dan Expectation-Disconfirmation Theory (EDT) dalam konteks perhotelan-restoran. Implikasi praktis dari hasil ini memberikan panduan strategis bagi manajemen untuk memprioritaskan investasi dalam aspek fisik dan keandalan pelayanan, serta meningkatkan dimensi lainnya guna mencapai kepuasan pelanggan secara menyeluruh. Penelitian ini memberikan kontribusi kontekstual penting di sektor wisata lokal seperti Kotamobagu yang tengah berkembang.

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