Customer Satisfaction towards Casual and Fine Dining Restaurants in Seminyak, Bali

I Nyoman, Arcana and I Nyoman, Sudiksa Customer Satisfaction towards Casual and Fine Dining Restaurants in Seminyak, Bali. The 4th IBEA 2016 Internasional Conference on Business, Economics and Accounting.

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Abstract

Abstract Customer satisfaction plays a vital role for the success of restaurant business, whether it is casual or fine dining restaurant. The objectives of this research were investigating customer satisfaction and the performances of restaurant industry in Seminyak area, Kuta tourist resort. Second, this research aimed to investigate the difference variables that affect customer satisfaction between casual and fine dining restaurant. 36 performances and 4 satisfaction variables were observed in this research. The findings of this research were: first, there were 27 variables classified as good and 9 variables were as very good performance, meanwhile all of satisfaction variables were classified as good performance. Furthermore, discriminant Analisys results shows that there were 4 variables as distinguishing variables consist of consistent standard, quite atmosphere, restaurant brand name/fame, location. 5 variables (speed of service, service style, professional staff, appearance of the staff, lighting appropriate, dan background music) tend to be similarity variables that influenced customer satisfaction between casual and fine dining restaurant in the resort. Keywords: Customer satisfaction, casual and fine dining restaurant.

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