PROGRES REPORT 1

ACADEMIC WRITING AND COMMUNICATION

RESEARCH DESIGN

NAME NIM
ZAIN AKBAR RIVALDHY 17522145

LECTURE:
Amarria Dila Sari, S.T, M.Sc

DEPARTEMENT OF INDUSTRIAL ENGINNERING

FACULTY OF INDUSTRIAL TECHNOLOGY
UNIVERSITAS ISLAM INDONESIA

2017
 Journal Resume

Title : Influence of Service Quality to the Customer of Ayam Penyet Ria Restaurant

Author : Felita Sasongko and Dr. Hartono Subagio,S.E.,M.M.

1. Introduction

Ayam Penyet Ria is a restaurant with typical Indonesian food that has expanded itself into
the international world. Ayam Penyet Ria Restaurant has branches in various provinces in
Indonesia and several branches in international countries such as Singapore, Malaysia, and
Australia. In addition to the flavor, Ayam Penyet Ria Restaurant also put forward the quality
of service aimed at customer convenience. This study aims to explain the effect of service
quality on customer satisfaction at Ayam Penyet Ria restaurant. The measurement of the
quality dimension uses five dimensions of service quality consisting of dimensions of tangibles,
reliability, responsiveness, assurance, and empathy. The research instruments used were
questionnaires distributed to 100 Ayam Penyet Ria restaurant customers taken using purposive
sampling technique. Furthermore, the collected data were analyzed using multiple regression
analysis to see the service quality dimension that was the most dominant influence on the Ayam
Penyet Ria restaurant customer satisfaction. The results of this study show the five variables of
customer satisfaction simultaneously and partially significant effect on customer satisfaction
at Ayam Penyet Ria Restaurant Surabaya. While the dominant factor affecting customer
satisfaction in this restaurant is Responsiveness or responsiveness and followed by variable
Assurance, Empathy, Tangible and Reliability.

2. Research Purpose
1. Knowing whether the quality of service consisting of dimensions of tangibles, reliability,
responsiveness, assurance, and empathy affect the customer satisfaction of Ayam Penyet Ria
restaurant.
2. Knowing the most dominant variables affect the customer satisfaction in the Ayam Penyet
Ria Restaurant.
 3. Method

This journal uses the method of linear regression analysis. Regression analysis is a statistical
procedure to analyze the relationship between the dependent variable and the independent
variable. If there are two or more independent variables then use multiple linear regression
analysis. Thus can be known how much influence between independent variables to the
dependent variable.

4. Result
1. Variable tangible, reliability, responsiveness, assurance, and empathy simultaneously and
partially significant effect on Customer Satisfaction Ayam Penyet Ria Restaurant. Based on
these results, the first hypothesis of this study can be accepted and proven true.
2. Responsiveness variable is the variable that has the most dominant influence on Customer
Satisfaction followed by Assurance, Empathy, Tangible and Reliability variables. Based on
these results, the second hypothesis of this study is acceptable and proven true.
3. The ability of independent variables (Quality of Service) describes the dependent variable
(Customer Satisfaction) in Ayam Penyet Ria Restaurant by 71%, while the remaining 29% is
explained by other factors. According to the authors, other factors that explain Customer
Satisfaction in Ayam Penyet Ria Restaurant is product and price.
4. Based on the research, the characteristics of consumers of Ayam Penyet Ria Restaurant are
dominated by women (73%) with age between 20 to 24 years old (55%) who are still students
(81%) and usually present with family (72%).
5. Based on the analysis of top two boxes on respondents' answers can be seen that customers
are satisfied with the tangible, reliability, responsiveness, assurance, and empathy in Ayam
Penyet Ria Restaurant.

5. Conclusion

From the data presentation results it can be concluded that the quality of service tangibles,
reliability, responsiveness, assurance, and empathy effect on customer satisfaction Ayam
Penyet Ria Restaurant. Variables responsiveness is the most dominant effect on customer
satisfaction in Ayam Penyet Ria Restaurant.