TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK MAKANAN KHAS TIONGHOA DAN KUALITAS PELAYANAN DI RESTORAN SINTAWANG YOGYAKARTA

SKOLASTIKA ADITYA I., Frida Anis Handayani, B.Ed., M.TCSOL.

2017 | Tugas Akhir | D3 BAHASA MANDARIN SV

Tujuan penelitian ini dirancang untuk: (1) mengetahui tingkat kepuasan konsumen terhadap kualitas produk makanan khas Tionghoa di Restoran Sintawang Yogyakarta, (2) mengetahui tingkat kepuasan konsumen terhadap kualitas pelayanan di Restoran Sintawang Yogyakarta Penelitian ini merupakan penelitian dengan metode deskriptif dengan pendekatan kuantitatif. Ukuran sampel penelitian sebanyak 80 orang Data dikumpulkan dengan angket. Analisis data dilakukan dengan analisis deskriptif. Hasil penelitian diketahui bahwa: (1) Tingkat kepuasan konsumen terhadap ketiga indikator kualitas produk yaitu citarasa makanan, kualitas bahan, porsi dan ketersediaan menu, dan harga produk positif hal ini terlihat dari penilaian konsumen yang relatif baik dan puas terhadap kualitas produk dari Restoran Sintawang Yogyakarta, (2) Tingkat kepuasan konsumen terhadap ketiga indikator kualitas pelayanan yaitu kualitas pelayanan pramusaji, sanitasi restoran dan fasilitas restoran positif hal ini terlihat dari penilaian konsumen yang juga relatif baik dan puas terhadap kualitas pelayanan dari Restoran Sintawang Yogyakarta.

This research aims to discover: (1) determine the level of consumers satisfaction on product quality of Chinese food at Sintawang Restaurant Yogyakarta, (2) determine the level of consumers satisfaction on the service quality at Sintawang Restaurant Yogyakarta. This research using descriptive method which employs a quantitative approach. The qualified sample that is used in this research is 80 people, served by a table using accidental sampling tehnique. The data are collected by a questionnaire and they were also analyzed by the descriptive method. The result are: (1) the level of consumers satisfaction into the third product quality indicators i.e the food taste, ingredients quality, portion size and menu availability and the price of the product are positive; this is indicated by consumers evaluation showing that the quality of the products are very good and the consumers are satisfied. (2) the level of consumers satisfaction on the third service quality indicators i.e waiters service quality, restaurant sanitation and restaurant facilities are positive; this is indicated by consumers evaluation showing that the service is very good and they are satisfied about the service quality at Sintawang Restaurant Yogyakarta.

Kata Kunci : Kepuasan konsumen, Kualitas pelayanan, Kualitas produk, Restoran / Consumers satisfaction, Product quality, Restaurant, Service quality