The Influence Of Service Quality Dimensions On Customer Satisfaction At The Pondok Bambu Hijau Restaurant In Metro City (A Study of the Pondok Bambu Hijau Restaurant in Metro City)

Yunita Sapitri; Driya Wiryawan

doi:10.63922/ijebir.v5i03.3619

Yunita Sapitri Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.
Driya Wiryawan Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.

DOI: https://doi.org/10.63922/ijebir.v5i03.3619

Keywords: Tangible, Empathy, Responsive, Reliability, Assurance, Customer Satisfaction

Abstract

This study aims to analyze the influence of service quality dimensions including tangibles, empathy, responsiveness, reliability, and assurance on customer satisfaction at Pondok Bambu Hijau Restaurant in Metro City. Increasing competition in the culinary sector, along with fluctuations in revenue and customer complaints, indicate that service quality has not yet reached its optimal level. This study employs a quantitative approach using a questionnaire-based data collection technique administered to 180 respondents selected via purposive sampling. The analysis method used is multiple linear regression. The results show that, simultaneously, the dimensions of service quality have a significant effect on customer satisfaction (F = 29.142; p < 0.05) with a coefficient of determination (R²) of 0.456. Partially, all dimensions of service quality have a significant effect, with assurance being the most dominant variable. These findings indicate that service quality plays a crucial role in enhancing customer satisfaction; therefore, businesses should prioritize improvements in the assurance aspect to strengthen competitiveness and retain customers.

References

Abi, Y. I. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Perusahaan Master Piece Karaoke. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 9(1), 39–49.
Amoozegar, A., Xu, L. J., Falahat, M., Yujiao, W., & Anjum, T. (2025). Service quality and customer satisfaction using SERVQUAL Model: restaurant industry in Malaysia. International Journal of Innovative Research and Scientific Studies, 8(5), 795–811.
Arianto, N., & Muhammad, J. (2018). PENGARUH FASILITAS DAN PELAYANAN TERHADAP KEPUASAN PENGUNJUNG PADA HOTEL DHARMAWANGSA.
Ariyanto, A., Bangun, R., Rifqi, M., Indillah, M., Ferlina, A., Trenggana, M., Sholihah, R., Ariyanti, M., Widiati, E., Irawan, P., Ratih, S. D., Suryanti Ismail, R., Putra, S., Mulia Utama, A., Syahputra, J., & Budiman, B. (2023). MANAJEMEN PEMASARAN.
Biswas, A., & Verma, R. K. (2023). Augmenting service quality dimensions: mediation of image in the Indian restaurant industry. Journal of Foodservice Business Research, 26(3), 496–527.
BPS Provinsi Lampung. (2024). BADAN PUSAT STATISTIK BADAN PUSAT STATISTIK PROVINSI LAMPUNG PROVINSI LAMPUNG.
Devi, P. Z. C., & Triyuni, N. N. (2021). Marketing Mix Strategies to Increase Revenue of Le Vista Restaurant, Chamonix, France. https://ejournal.catuspata.com/index.php/injogt
Kotler, Philip., Keller, K. Lane., & Chernev, Alexander. (2022). Marketing management. Pearson Education Limited.
Meilani, I. V., Prasetyo, S., Kamila, D., & Purnamasari, D. (2017). Analisa Kualitas Layanan Pada Restoran Cepat Saji McDonald’s Dago.
Musak, P., Willem J. F. A. Tumbuan, & Djurwati Soepeno. (2025). THE EFFECT OF THE SERVQUAL DIMENSION ON CUSTOMER SATISFACTION OF PT PLN (PERSERO) UID SULUTTENGGO, ULP SOUTH MANADO. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 12(2), 1134–1146. https://doi.org/10.35794/jmbi.v12i2.63438
Nyarmiati, S. R. T. A. (2021). ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, BRAND IMAGE DAN PERCEIVED VALUE TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada Konsumen Rumah Makan Pondok Bandeng BaBe Kabupaten Pati). DIPONEGORO JOURNAL OF MANAGEMENT.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality.
Phan Thi Hang, N., & Kim Quoc Trung, N. (2024). Service quality, customer satisfaction and loyalty: a case study in Vietnamese SMEs. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2377769
Zaini, A. A. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi pada Konsumen “Warung Bek Mu 2” Banjaranyar Paciran Lamongan).