Analisis Pengaruh Self Service Technology Terhadap Kualitas Pelayanan Restoran, Studi kasus di McDonald’s TB Simatupang, Jakarta
Abstract views: 1400
,
PDF (Bahasa Indonesia) downloads: 2770
Abstract
The rapid development of technology has entered various aspects of today's society. Technology is considered to be able to answer the needs of urban people who have high mobility in a limited time. One of the technologies used is the self-ordering kiosk at McDonald's Fast Food Restaurants. This study aims to determine the effect of the dimensions of self service technology which include functionality, enjoyment, security/privacy, design, assurance, convenience, and customization partially (individually) or simultaneously (together) on service quality. From the multiple linear regression test, the result is that self-ordering kiosk technology has no effect on service quality.
Downloads
References
Baroroh, Ali. 2008. Trik-Trik Analisis Statistik dengan SPSS 15, Jakarta: PT Elex Media Komputindo.
Febe Angelin. 2017. Pengaruh kualitas layanan terhadap kepuasan pelanggan Cafe Zybrick coffee & cantina. Jurnal Manajemen Bisnis. Vol 5, No. 3.
Gregory, Susan & McTyre, Carmela & Dipietro, Robin. (2006). Fast Food to Healthy Food. International Journal of Hospitality & Tourism Administration. 7. 43-64.
Hair J.F. et.al 1995. Multivariate Data Analysis With Reading, Fourth Edition. Prentice Hall. New Jersey.
Karnaeni, H. 2005. Hubungan Antara Kebiasaan Konsumsi Makanan Cepat Saji Modern (Fast Food), Pola Aktivitas Fisik, dan Faktor Lainnya dengan Status Gizi Pada Remaja SMA Cakra Buana Depok.Skripsi. Depok: Universitas Indonesia.
Kotler, dan Amstrong, Setyo. 2012, “Pengaruh Iklan Televisi dan Harga Terhadap keputusan Pembelian Sabun Lux”, Jurnal Riset Sains Indonesia.Vol. 3, No. 1.
Kotler, Philip dan Kevin Lane Keller. 2009. Manajemen Pemasaran. Penerbit Erlangga. Jakarta.
Lin, J.S.C. & Hsieh, P.L. 2011. Assesing the self-service technology ecounters: development and validation of SSTQUAL scale. Journal of Retailing, 87, 194 – 206.
Meuter et al. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service ecounters. Journal of Marketing, 64(3), 50 – 64.
Orel, F.D dan Kara, A.2013. Supermarket self-checkout service quality, customer satisfaction and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Customer Services, 21, 118-129.
Parasuraman, Zeithmal, Valarie A, Berry, Leonard A, 2000. Delivering Quality Service: Balancing Customer Perception And Expectation,The free Pers, A Division of Macmillan, Inc, New York.
Prabu, AA. 2013, Manajemen Sumber Daya Manusia Perusahaan, Remaja Rosdakarya, Bandung.
Sembiring, Suharyono, & Kusumawati. 2014. Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Jurnal Administrasi Bisnis, Vol. 15 No 1 Oktober 2014.
Simamora, Bilson. 2004. Panduan Riset Prilaku Konsumen. Penerbit Gramedia Pustaka Utama. Jakarta.
Sukandar, A. 2007. Direktori Franchise Indonesia (Edisi Ketiga). Jakarta: Asosiasi Franchise Indonesia (AFI).
Susilo, F. 2015. Fragmentasi Manusia dalam Kultur Makan Masa Kini, [elektronik version]. Melintas, 201 – 219.
Tjiptono, Fandy. 2005. Pemasaran Jasa. Malang: Bayumedia.
Walker, Blake & Shashank, Aateka & Gasevic, Danijela & Schuurman, Nadine & Poirier, Paul & Teo, Koon & Rangarajan, Sumathy & Yusuf, Shazzid & Lear, Scott. 2019. The Local Food Environment and Obesity: Evidence from Three Cities. Obesity. 28. 10.1002/oby.22614.
Widjoyo dan Rumambi. 2013. Analisa pengaruh kualitas layanan terhadap kepuasan konsumen pada layanan drive thru McDonald’s Basuki Rahmat di Surabaya. Jurnal Manajemen Pemasaran. 1(1). 10
Widyastuti, Arum. 2017. Pengetahuan, Sikap, dan Tindakan Mahasiswa Boga Universitas Negeri Yogyakarta tentang Konsumsi Makanan Cepat Saji (Fast Food) . Skripsi. Prodi Pendidikan Teknik Boga fakultas teknik UNY.
Yesenia. 2014. Pengaruh Kualitas Layanan dan Produk terhadap Kepuasan serta Loyalitas Pelanggan KFC di Tangerang Selatan. Jurnal Manajemen dan Organisasi. Vol V. No 3.
Copyright (c) 2021 Shinta Teviningrum, Fawahidah Urfa
This work is licensed under a Creative Commons Attribution 4.0 International License.
