Pengaruh Excellent Service Quality, Food Quality, dan Restaurant Atmosphere Terhadap Customer Satisfaction Restoran Haidilao Hot Pot Pakuwon Trade Center Surabaya. (The Influence of Excellent Service Quality, Food Quality, and Restaurant Atmosphere on Customer Satisfaction at Haidilao Hot Pot Restaurant Pakuwon Trade Center Surabaya).

Firanda, Mireya (2025) Pengaruh Excellent Service Quality, Food Quality, dan Restaurant Atmosphere Terhadap Customer Satisfaction Restoran Haidilao Hot Pot Pakuwon Trade Center Surabaya. (The Influence of Excellent Service Quality, Food Quality, and Restaurant Atmosphere on Customer Satisfaction at Haidilao Hot Pot Restaurant Pakuwon Trade Center Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The increasingly competitive restaurant industry requires business actors to continue to compete in fulfilling customer satisfaction through improving the quality of services, products, and atmosphere. The Haidilao Hot Pot Pakuwon Trade Center Surabaya restaurant is believed to have excellent service, quality food, and a comfortable restaurant atmosphere. Thus, this research is considered necessary and important to know and analyze the effect of independent excellent service quality, food quality, and atmospheric restaurants on customer satisfaction both partially and simultaneously. Then, the scope of this study only involves consumers who have visited restaurants located at Pakuwon Trade Center Surabaya. This study used a quantitative approach using an e-questionnaire survey method that was distributed to 100 respondents using incidental sampling techniques. The data was analyzed using SPSS version 26 using multiple linear regression methods, which supported test, test F, and coefficient of determination (R2) to measure how much effect independent variables have on customer satisfaction. Based on the results of this study, it is known that the excellent service quality, food quality and restaurant atmosphere both simultaneously and partially have a significant effect on customer satisfaction. The most dominant factor affecting customer satisfaction is food quality. The recommendation that can be given to the management of the Haidilao Hot Pot Pakuwon Trade Center Surabaya Restaurant is to continue to maintain and improve food quality as a main aspect in creating customer satisfaction. In addition, improvement of service quality through intensive training to staff, periodic menu innovation, and development of a more comfortable and attractive restaurant atmospheres are important strategies in business development to remain competitive.

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