KLASIFIKASI ATRIBUT KEPUASAN DI LAYAR SEAFOOD RESTAURANT MANYAR KERTOARJO SURABAYA
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(*) Corresponding Author
Abstract
Penelitian ini dilakukan untuk mengetahui pengaruh atribut kepuasan di Layar Seafood Restaurant Manyar Kertoarjo Surabaya melalui TripAdvisor. Penelitian ini melibatkan 250 responden. Jenis penelitian yang digunakan adalah penelitian deskriptif dengan pendekatan metode konten analisis yang digunakan untuk mengetahui besarnya pengaruh sub-atribut terhadap kepuasan konsumen. Hasil penelitian menunjukkan bahwa terdapat 4 sub-atribut yang mempengaruhi kepuasan kosnumen yaitu ambiens, kecepatan dan efisiensi pelayanan, presentasi dan rasa makanan.
The purpose of this research was to identify the effect of satisfaction attributes in Layar Seafood Restaurant Surabaya through TripAdvisor. This research used 250 respondents. This research used descriptive analysis with content analysis approach to identify how the sub-attributes affect customer satisfaction. The research showed that there were 4 sub-attributes that affect customer satisfaction which were ambience, service efficiency, food taste and presentation.
Classification, Online Review, Restaurant Attributes , Customer Satisfaction.
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