CHAPTER III RESEARCH METHODOLOGY 3.1 RESEARCH DESIGN A research design is the set of procedures used in analyzing and gathering measures of the variables specified in the research problem. It is important to show the truth and problem solving for what is being observed in a research. Based on Akhtar (2016) research in J ahoda, Deuth, and Cook (2010, p.68), Research design is the arrangement of conditions for the collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy and procedure. Research design that is used in the research is quantitative research design. Quantitative research is a method for testing objective theories by examining the relationship among variables and to analyze the outcome of the research. In other words, quantitative research includes a significant amount of literature at the beginning of a study to provide direction for the hypothesis or research questions. Based on Apuke (2017, p.41), quantitative research is the method as the explaining of a problem or phenomenon through gathering data in numerical form and analyzing with the with mathematical methods, in particular statistics. Quantitative approach is used to test one of the bars and restaurant’s Guest Satisfaction (Y) that is influenced by Quality Service (X) to accept or reject the hypothesis. 34 According to Nassaji, (2015, p.129), descriptive research is to describe something happen and its characteristics. As the results, observation and survey tools are often used with aim to gathered data. The data can be collected in frequencies, percentages, averages, and others statistical. Based on Zukauskas et al., (2018, p.90), Causal research people also called as exploratory research which is regarded as a compulsory step, which the questionnaire items formulated at the time of scientific literature analysis and insights, which the scales and subscales are tested. Although this research increases the cost of research, however it is valuable in several ways. This research can be used to determine the reliability of methodological and psychometric characteristics and weakness on the questionnaire. 3.2 POPULATIONS AND SAMPLE 3.2.1 POPULATION A population is also known as a well-defined collection of objects or individuals known to have similar characteristics. However, researchers often cannot test every individual in the population due to the large sizes of populations, because it is too expensive and time-consuming. In this research, the population is the number of guests that are dine-in at “53 35 Steps Laurence” from brunch until dinner during the month of May 2020. There are average total of 30 samples of guests from per day. The number of guests who visit “53 Steps Laurence” in May 2020 is quite stable. There are large amount of guests that visit “53 Steps Laurence” in the first week on May 2020, especially in the 1st and 2nd of May as there are live band and DJ events. There were drop number of guests in 6th May step by step from 29 guests to 25 guests in 9th May. The numbers of guests boost back on 10th May to 28 guests and slowly increase step by step to 31 guests in 14th May as there are guests celebrating private party. There are drop number of guests from 15th May until 18th May and it is rise back on 19th May. On the last week of May, the number of guests keep stable until 23rd May and drop a bit in 24th May. Increasing number of guests from 25th May to 28th May as there were long weekend. Lastly, there were drop number of guests the rest day of May which hit into 25 guests per day. On average, the population of guests who visited “53 Steps Laurence” from brunch until dinner during May 2020 was 900 guests. The numbers of guests were count based on the field research. The most numbers of guests that visit “53 Steps Laurence” were 35 guests per day. On the other side, the least number of guests that visit “53 Steps Laurence” were 25 guests per day. According to Muslih and Sari (2017, p.35), population is generalization region consisting of object or subject that has certain 36 qualities and characteristics defined by the researchers to be learned and conclusions drawn. 3.2.2 SAMPLE A sample is a separation of population. The concept of sample arises from the inability of the researchers to test all the individuals in a given population. The sample must be matched with the criteria given by the writer. Sampling can be defined as selecting a particular group or samples to represent the entire population. Frequently, sampling is done because it is impossible to test every single individual in the population and sampling is useful because it can help to effort and time. According to Muslih and Sari (2017, p.35), Sample is part of number and characteristic those sets in population. Muyashoha (2019, p.47), also stated that the important condition to attention it take sample is two kind, they are total of apparently adequate sample and the profile of sample must be representative sample. Based on Taherdoost (2016, p.20) methods of sampling are divided into probability sampling and non-probability sampling. Non-probability sampling is a method of sampling where all the population is not given an equal opportunity of becoming a part of the sample. While the selection of samples based of non-probability sampling that occurs when companies selected for the sample are chosen by the criteria made by writer. 37 According to Etikan et al (2015, p.01-02), Sampling method that is used in the research is non-probability sampling, and more precisely it is convenience-sampling method. It is also known as Haphazard sampling or Accidental sampling. The reason why the writer use convenience sampling method in this research because the sample is observed from a group of people that is easy to reach or contact and convenience sampling is also one of the most cost and time effective sampling methods available. Therefore, the writer chooses convenience sampling method by setting some specific criteria that must be met by the samples used in this research because the writer believes by using convenience sampling procedure will result in sampling time and money. In general, convenience sampling are members of target population that meet certain practical criteria, such as: easy accessibility, geographical proximity, available at a given time, or the willingness to participate that are the purpose of the study. The advantage of convenience sampling is simple, easy, convenient, inexpensive, and no complete member list needed. On the other side the disadvantage of convenience sampling is generally less representative than random samples, therefore the results should be interpreted with caution. The sample size of this research that visits “53 Steps Laurence”, which is 30 respondents with the period of collecting the sample data, was from 25th May- 26th May 2020. 38 Table 3.1 Sample Size No The age group Percentage of guests Number of guests 1. <20 years 15% 5 2. 20-25 years 35% 10 3. 25-30 years 27% 8 4. >30 years 23% 7 Total guests 30 3.3 DATA COLLECTION METHOD The data collection methods that used in the researches are interview, questionnaire, and journal research. Interview method is the activity that involves between interviewer and interviewee, whereas interviewer will ask the questions to the interviewee. Questionnaire method means collecting all data of the bar and restaurant’s guest satisfaction form by filling the questionnaire in order to count the ratings of guest service quality experience. Thirdly, journal research means that the data are collected from past journals that provide all information related with this research. The data used in this research is secondary data, which means by using the available data in internet. This study uses 2 (two) types of data collection method as follow: a. Primary research According to Ajayi (2017, p.02-03), primary data is the data that collected for the first time by the researchers. However, the validity of this research is greater than secondary data, which is factual and original. The sources of primary data which is from surveys, observations, experiments, questionnaire, personal interview, etc. 39 b. Secondary research Secondary data is the data already collected or produced by the other people, which can be collected in government publications, websites, books, articles, journal, newspaper, internet, articles, and etc. 3.4 OPERATIONAL VARIABLE DEFINITION AND VARIABLE MEASUREMENT In doing the research, writer use two variables in identifying the relationships of the two variables. There are: a) Independent variable (X). In this research, it is service quality (X) b) Dependent variable (Y). In this research, it is guest satisfaction (Y) The definition of operational variables can be seen in the table below: Table 3.2 Operational Variables Variable Indicators Questionnaire Tangible 1. The bar and restaurant need to maintain the interior design and furniture by taking care of them in order to improve the ambience with aim to attract guests. 2. The bar and restaurant can maintain the hygiene based on standard of procedure and keep the ambience calm in order to make the guests feel relax. Reliability 3. The professional level of service in bar and restaurant need to maintain in order to satisfy guests. 4. The level of friendliness in bar and restaurant need to increase with aim to make guests feel comfortable Service Responsiveness 5. The bar and restaurant’s employee need to respond guest’s Quality food and beverage criticism fast to satisfied guests. (X) 6. The speed of service in bar and restaurant need to maintain with the purpose of to increase the quality of service.