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The Impact of Service Quality Towards Customer Satisfaction of Restaurant THE IMPACT OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF RESTAURANT (A STUDY CASE OF KARTINI RESTAURANT IN CIKARANG) By Raden Surya Kencana 014201200143 A Skripsi presented to the Faculty of Business President University in partial fulfillment of the requirements for Bachelor Degree in Economics Major in Management April 2016 PANEL OF EXAMINERS APPROVAL SHEET The Panel of Examiners declare that the skripsi entitled “The Impact of Service Quality towards Customer Satisfaction of Restaurant (A Study Case of Kartini Restaurant in Cikarang)” that was submitted by Raden Surya Kencana majoring Marketing Management from the Faculty of Business was assessed and approved to have passed Oral Examinations on April 14th 2016. Dr.Dra. Genoveva Claudia, MM Chair-Panel of Examiners Vinsensius Jajat K., SE., MM., MBA Examiner I Jhanghiz Syahrivar B.Sc, MM Examiner II i SKRIPSI ADVISOR RECOMMENDATION LETTER This skripsi entitled “THE IMPACT OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF RETAURANT (A Study Case of Kartini Restaurant in Cikarang)” prepared and submitted by Raden Surya Kencana in partial fulfillment of the requirements of the degree of Bachelor in the Faculty of Business has been reviewed and found to have satisfied the requirements for a skripsi fit to be examined. I therefore, recommend this skripsi for Oral Defense. Cikarang, Indonesia April 11th 2015 Acknowledged by, Recommended by, Vinsensius Jajat K., SE., MM., MBA Jhanghiz Syahrivar B.Sc, MM Head of Management Study Program Skripsi Advisor ii DECLARATION OF ORIGINALITY I declare that this skripsi, entitled “THE IMPACT OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF RESTAURANT (A Study Case of Kartini Restaurant in Cikarang)” is, to the best of my knowledge and belief, an original piece of work that has not been submitted, either in whole or in part, to another university to obtain a degree. Cikarang, Indonesia, April 11th 2016 Raden Surya Kencana iii ABSTRACT There are so many ways to make customer satisfied. When the perceived service performance exceed customer satisfaction it’s called customer satisfaction. There are many drivers of customer satisfaction such as service quality. This research observed about the impact of customer satisfaction towards customer satisfaction: a study case of Kartini Restaurant in Cikarang. The purpose of this research is to understand the impact of service quality towards customer satisfaction. This is quantitative research and used primary data through questionnaire of 180 respondents. The respondents were people who have dine in Kartini Restaruant. The data of this research is analyzed by Statistical Product and Service Solution (SPSS) Version 16.0 and used binomial logistic regression in answer the hypothesis. The result of this research has been shown that all variable of service quality (tangibility, reliability, responsiveness, empathy, and assurance) has partial significant impact towards customer satisfaction, and also there is simultaneous significant impact of service quality towards customer satisfaction. Keyword: Service Quality, Tangibility, Reliability, Responsiveness, Empathy, Assurance, and Customer Satisfaction. iv ACKNOWLEDGEMENT The greatest gratitude dedicated for ALLAH SWT for His Guidance researcher could finish this thesis as requirement to obtain my bachelor degree. Researcher does believe Allah will never let me experience the hesitation and desperation to always jihad in His Way by making this thesis. Therefore, researcher has learned to always believe on his own competence and do the best because Allah will always guide him with His Way through this thesis. Researcher does believe, He will guide him anywhere, anytime and in anything he is going to do in the future. Researcher would like to thank Vinsensius Jajat K., SE., MM., MBA as Head of Management Study Program in President University. Researcher will be nothing without his great leadership and motivation which teach and lead researcher until this point, finishing this thesis. Researcher also would like to give his greatest gratitude to Allah’s guidance representative, Jhanghiz Syahrivar BSc, MM. Researcher really felt blessed with his time, advice, and his powerful motivation to think critically in guiding the researcher finished this thesis. He would like to thank to all management lectures in management study program who already taught very valuable knowledge during researcher’s university’s life. Their knowledge are really useful and meaningful in helping researcher made this thesis. Researcher also would like to thank Mba Dara for her valuable assistance on researcher’ administration matters during this time, especially when researcher thesis making process. He also addressed his gratitude to his Emak, Bapa, all of my brothers and sisters, also of my big family. He could not finish this thesis without their supports, advices, jokes, laughs, smiles, and their best motivations ever. Moreover, my friends in RM & Pemancingan Surya Kencana. v He would like to thank his friends who has spent an amazing campus life with him, Randy Ardianto B.Sc, Andi Muhammad Ichlas B.Sc, Devara Naldo B.Sc, Yoga Oktaviananda P. B.Sc, Mochammad Choiruddin B.Sc, Fiqhi Kurniawan B.Sc, Ildha Mawarni B.Sc, Scherzo Wahid Naiborhu Bsc, Bhirawa Pradipta Bagaskara B.Sc, M. Raynova Ramadhan B.Sc, Abdul Khaer B.Sc, Inggrid Widya Pitaloka B.Sc, and Jacquline. My friends who have given me freshman experience that I really wanted to happen again, Adam Maulana Akbar B.Acc, Muhammad Ridwan B.Sc. He would like to thank his partner in life Pangeran Ratu Sririzki Kusumaningrum for her time, great motivation and pressure in order to finish this thesis. Last but not least, he would like to address his appreciation and gratefulness to all Kartini Restaurant employees and its customers who involved in this thesis especially Mr. Aip Jamil B.Sc, his heartwarming, kindness, time, understanding, availability, help and support in the making process until the end of this thesis. Cikarang, April 11th, 2016 Raden Surya Kencana vi TABLE OF CONTENTS COVER PANEL OF EXAMINERS ...................................................................................... i APPROVAL SHEET ............................................................................................... i SKRIPSI ADVISOR ............................................................................................... ii RECOMMENDATION LETTER .......................................................................... ii DECLARATION OF ORIGINALITY .................................................................. iii ABSTRACT ........................................................................................................... iv ACKNOWLEDGEMENT ...................................................................................... v TABLE OF CONTENTS ...................................................................................... vii LIST OF FIGURES ............................................................................................... xi CHAPTER I ............................................................................................................ 1 INTRODUCTION .................................................................................................. 1 1.1 Background of the Study ............................................................................... 1 1.2 Problem Identification ................................................................................... 4 1.3 Statement of the Problem .............................................................................. 4 1.4 Research Objectives ...................................................................................... 5 1.5 Significance of the Study .............................................................................. 5 1.5.1 Benefit for President University ............................................................. 5 1.5.2 Benefit for Kartini Restaurant................................................................. 6 1.5.3 Benefit for the Researcher ...................................................................... 6 1.5.4 Benefit for the Future Researcher ........................................................... 6 1.6 Scope and Limitation ..................................................................................... 6 1.6.1 Scope of Study ........................................................................................ 6 1.6.2 Limitation of Study ................................................................................. 7 1.7 Definition of Terms ....................................................................................... 7 vii CHAPTER II ........................................................................................................... 8 LITERATURE REVIEW........................................................................................ 8 2.1 Theoritical Review ........................................................................................ 8 2.1.1. Service ................................................................................................... 8 2.1.2 Quality .................................................................................................... 9 2.1.3 Service Quality ....................................................................................... 9 2.1.4 Customer Satisfaction ........................................................................... 14 2.1.5 Relationship between Service Quality toward Customer
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