ABSTRACT

The Influence of Food and Beverage Department Food Quality on

Customer Satisfaction at Oena Restaurant, Grand Orchardz Hotel,
Jakarta, Dewa Ayu Prajna Gayatri. CH191110053

Social Sciences and Management Institute STIAMI Jakarta

Hospitality and Tourism Program

In the hospitality industry, Customer Satisfaction is of paramount

importance as it is the goal of hotel companies. Therefore, the Food and
Beverage Department must meet Customer Expectations, as Customer
Satisfaction is the emotional response of customers in evaluating their
experience with the Food and Beverage Department’s services. The
research focuses on guests who use the Food and Beverage
Department’s services at Oena Restaurant, Grand Orchardz Hotel
Jakarta. The research uses quantitative methods with Questionnaires,
Observations, and Literature Reviews as Data Collection Techniques. The
sample consists of 100 guests who use the Food and Beverage
Department’s services at Oena Restaurant, Grand Orchardz Hotel,
selected through Accidental Sampling. Data analysis techniques include
Validity Tests, Classical Assumption Tests, Coefficient of Determination,
T-Test, and Simple Linear Regression Analysis. The data is processed
using IBM SPSS software. The Coefficient of Determination (R 2)
calculation results in an 80% influence on Customer Satisfaction.
According to the Simple Linear Regression Analysis with T-Test, the
calculated T-Value is 2.929, which is greater than the tabulated T-Value
(1.987) at a 5% significance level (P-Value = 0.004). If the P-Value is less
than Alpha (5%), it can be interpreted that H1 is accepted while H0 is
rejected, or in other words, Food Quality (X) has a significant influence on
Customer Satisfaction (Y) at Oena Restaurant, Grand Orchardz Hotel
Jakarta.
Keywords: Food Quality, Customer Satisfaction, Hotel Guests.