CUSTOMER SATISFACTION WITH CULINARY SERVICE QUALITY: A CASE STUDY AT DOOKKI RESTAURANT CHAIN

Abstract Objective: This study aims to evaluate customer satisfaction with culinary service quality, using Dookki Restaurant as a case study. Theoretical Framework: The research is grounded in theoretical frameworks on the relationship between service quality and customer satisfaction. Method: By a combination of qualitative and quantitative research methods, the authors surveyed 261 customers who had experienced dining services at Dookki Restaurant. The collected data were processed using SMART PLS software. Results and Discussion: The results show that out of the five factors considered, two have significant impacts while three do not meet statistical significance. Specifically, the factor "Tangibles" (HH) has the strongest influence on customer satisfaction, followed by "Responsiveness" (DU). The remaining factors—"Reliability," "Assurance," and "Empathy"—do not show statistically significant relationships with customer satisfaction. Research Implications: Based on the analysis, the author discusses several recommendations to improve service quality at Dookki Restaurant Chain, thereby enhancing customer satisfaction and encouraging repeat visits.