The Influence of Food and Beverage Service Quality on Guest Satisfaction at Warung Dimsum, Grand Arkenso Hotel Semarang

Abstract

This study aims to assess the effect of Food & Beverage Service quality on guest satisfaction at Warung Dimsum, Grand Arkenso Hotel Semarang. Service quality plays a vital role in the hospitality and culinary sectors, as it directly impacts customer satisfaction. The research utilizes a quantitative approach through surveys, where data was gathered from questionnaires distributed to 100 respondents, all of whom were guests at Warung Dimsum, Grand Arkenso Hotel. In this study, the independent variable is service quality, which is measured through the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The dependent variable, on the other hand, is guest satisfaction, which includes product quality, service quality, emotional factors, price, and location. A simple linear regression analysis was performed to examine the relationship between the two variables.The findings reveal that service quality has a significant influence on guest satisfaction, as indicated by a statistical significance level below 0.05. The Adjusted R² value of 0.511 shows that 51.1% of the variation in guest satisfaction is explained by service quality, with the remaining 48.9% attributed to other factors not considered in this study. Based on these results, it is recommended that the management of Warung Dimsum, Grand Arkenso Hotel, focus on improving service quality by enhancing service speed, staff friendliness, facility cleanliness, and order fulfillment accuracy. These improvements are expected to increase guest satisfaction and, in turn, foster greater customer loyalty.