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Inderayani, Rina
Faculty of Agricultural Technology, Universitas Gadjah Mada, Yogyakarta, Indonesia

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Analisa Kualitas Layanan pada Industri Jasa Boga Inderayani, Rina; Supartono, Wahyu; Purwadi, Didik
Agritech Vol 23, No 4 (2003)
Publisher : Faculty of Agricultural Technology, Universitas Gadjah Mada, Yogyakarta, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/agritech.13504

Abstract

The growth of income, knowledge, jobs, and work places supported the existence of the food service industry to fulfill the societys need To increase the consumers satisfaction, it was needed to measure the service quality. The service quality was measured based on several variables: tangibles, responsiveness, reliability, assurance, and empathy, which ordered by SERVQUAL instruments. The research was conducted by using questionnaire which was spread out to the consumers. The research methodology was purposive random sampling. The data were analyzed by product moment correlation test and Alpha technique for reliability test. The assumption for the double regression model had to fulfill following criterias: no multicolinearity no autocorrelation, and heteroscedasticity which could be ignored. The results showed, that consumers acceptance level for service quality was high, which could be ranked as follow: reliability (highest), assurance, tangibles, responsiveness, and empathy (lowest). Double regression model for the quality service was : Y = 1.377 + 3.99x10-2X17.278x104X2– 4.673x10-2X3 + 0.118X, + 2.381x102X3, which meant variable assurance (X4) gave the highest contribution to the consumers satisfaction