Customer Satisfaction Towards Independents and Local Chain Restaurants in Ubud, Bali, Indonesia

Arcana, I Nyoman and Suastuti, Ni Luh and Lidjah Magdalena, Massenga and Wiratnaya, I Nyoman (2017) Customer Satisfaction Towards Independents and Local Chain Restaurants in Ubud, Bali, Indonesia. World Conference on Business and Managemen 2017.

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Abstract

Abstract Customer satisfaction plays a pivotal role is success of restaurant business, whether it is independent or chain restaurant. The objectives of this research were investigating customer satisfaction and the performances of restaurant industry in Ubud tourism resort, Gianyar. Second, based on previous study about factors affect customer satisfaction toward fine dinings and casual restaurants in Seminyak Tourist Area, Bali, this research aimed to investigate the difference variables that affect customer satisfaction between independent and local chain restaurant. 36 performances and 4 satisfaction variables were observed in this research. The findings of this research were: first, there were 31 variables classified as good and 5 variables were as very good performance, meanwhile all of satisfaction variables were classified as good performance. Furthermore, discriminant Analisys results shows there were no variable as distinguishing variables affect customer satisfaction between independent and local chain restaurant in Ubud, Bali. All variables showed a tendency to be in similar catagory that influenced customer satisfaction between independent and local chain restaurant in the resort. Keywords: Restaurant performances, customer satisfaction, independents and local chain restaurant.

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