PENGARUH EMPLOYEE EMPOWERMENT TERHADAP SERVICE QUALITY DI CHINESE RESTAURANT

Delima Enggarsari(1*), Kartika Yuni Kurniawati(2), Deborah Christine Widjaja(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Berkembangnya bisnis restoran dengan konsep specialty restaurant belakangan ini menyebabkan persaingan yang sangat ketat antar pelaku bisnis di industri makanan dan minuman, sehingga Service Quality menjadi kunci utama dalam menjalankan bisnis ini. Penelitian ini dilakukan untuk mengetahui pengaruh Employee Empowerment terhadap Service Quality di Chinese Restaurant yaitu restoran Kapin, X.O Cuisine, dan Golden Rama. Teknik analisa data yang digunakan dalam penelitian ini adalah kuantitatif kausal dengan metode SEM dan menggunakan SmartPLS software. Hasil penelitian ini menunjukkan bahwa Employee Empowerment berpengaruh positif terhadap Service Behaviour dan Job Satisfaction sedangkan Employee Empowerment, Service Behaviour, dan Job Satisfaction berpengaruh negatif terhadap Service Quality.


Keywords


Employee Empowerment, Service Behaviour, Job Satisfaction, Service Quality

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