Beyond the Menu

Exploring the Impact of Service on Customer Satisfaction in Indonesian Family Dining

Abstract

This conceptual paper explores the impact of service-related attributes on customer satisfaction in Indonesian family dining establishments in Jakarta. This study is based on the SERVQUAL model, and a quantitative approach will be adopted using SmartPLS as the analytical tool. The study aims to provide insights into the key dimensions of service quality that significantly influence customer satisfaction in the context of family-type restaurants in Indonesia. Data collection will involve surveys from customers dining in various family dining establishments, with a questionnaire developed based on dimensions of reliability, responsiveness, assurance, empathy, and tangibles. SmartPLS will be utilised for data analysis, enabling the assessmentof relationships between service-related attributes and customer satisfaction. The expected outcomes will contribute to the literature on service quality and customer satisfaction in Indonesian family dining, facilitating informed decisions for restaurant owners and managers to enhance their services. Improved alignment with customer expectations can boost satisfaction, loyalty, and business success. This research has academic and managerial implications, offering theoretical insights and practical guidance for improving service delivery. The limitations and future research directions will also be addressed.