Customer Satisfaction at an Upscale Restaurant in Indonesia Post-Covid-19: Personal Hygiene and Service Quality

Muhammad Fakihuddin () and Liliana Dewi ()
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Muhammad Fakihuddin: National University, Faculty of Economics and Business
Liliana Dewi: National University, Faculty of Economics and Business

A chapter in Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023), 2024, pp 157-163 from Springer

Abstract: Abstract After the pandemic, customers are increasingly aware of cleanliness, and their demands for restaurant satisfaction are also increasingly aware of the importance of cleanliness. This research was conducted at Incanto Restaurant Fraser Residence Sudirman Jakarta to know personal hygiene and service quality on customer satisfaction at Incanto Restaurant Fraser Residence Sudirman Jakarta. This research uses quantitative methods. The number of samples in this study was 100 respondents. Respondents in the research were customers at Incanto Restaurant from August 2022 to February 2023. The data collection techniques used were questionnaires and a literature study with multiple regression data processing techniques using IBM SPSS version 26. The test results showed that personal hygiene and customer satisfaction influenced customer satisfaction at Incanto Restaurant. The restaurant staff’s cleanliness and good service will increase customer satisfaction. Then, restaurant managers must monitor the cleanliness of employees and train them in health and hygiene protocols.

Keywords: Incanto restaurant; Service quality; Customer satisfaction; Personal hygiene (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-394-8_16

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DOI: 10.2991/978-94-6463-394-8_16

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