The Difference of Service Quality and Consumer Satisfaction on Traditional and Modern Wedangan (Survey on Warung Wedangan in Solo)

DOI

10.2991/icoi-17.2017.24How to use a DOI?

Keywords

Service quality, customer satisfaction, traditional and modern wedangan

Abstract

Warung wedangan can be categorized as an informal business, which exists specifically in Solo city. The development of wedangan or HIK (Hidangan Istimewa Kampung or Special Village Culinary) is progressing day to day. Initially, HIK is invoked as the icons of the lower level society, but now it is attracting the whole class of society regardless of status and position. In this study, traditional wedangan is characterized with the use of a cart and present a simple menu while modern one is characterized with a comfortable place, wi-fi available, and vary of menus. Using a survey, this study aims to know whether there are differences in service quality and customer satisfaction in traditional and modern wedangan, in an effort to improve those factors. The population of this study is the consumers of traditional side (represented by wedangan Pak Amir) and modern side (represented by wedangan Lawang Djoendjing). By using convenience sampling, the sample consists of 100 respondents (50 customers in both sides). The results show that (1) the quality of service significantly affects consumer satisfaction in the traditional and modern wedangan with t value of 9.072 and p value of 0.000 < 0.05, (2) there is a significant difference in terms of service quality between traditional and modern wedangan with t value of 2.835 and p value of 0.006 < 0.05, and (3) there is a significant difference in consumer satisfaction between traditional and modern wedangan with the t value of 3.639 and p value 0.000 < 0.05.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Marjam Desma Rahadhini
AU  - Lamidi Lamidi
PY  - 2017/07
DA  - 2017/07
TI  - The Difference of Service Quality and Consumer Satisfaction on Traditional and Modern Wedangan (Survey on Warung Wedangan in Solo)
BT  - Proceedings of the 2017 International Conference on Organizational Innovation (ICOI 2017)
PB  - Atlantis Press
SP  - 142
EP  - 145
SN  - 1951-6851
UR  - https://doi.org/10.2991/icoi-17.2017.24
DO  - 10.2991/icoi-17.2017.24
ID  - Rahadhini2017/07
ER  -