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Library's collection Library's IT development CancelNowadays, every hotel and restaurant try their best to make their
customers satisfied. To create the customer satisfaction, they need a good business
communication to recognize customers desire. Dynasty Restaurant in Amsterdam
also applies business communication to create customer satisfaction.
This research will answer the question, "How significant the application
of business communication between the Dynasty restaurant in Amsterdam and its
customers affect the customer satisfaction?" To answer this question, the writers
used quantitative research to gain any statistical data. The data obtained through
50 questionnaires that the writers distribute to the guests at Dynasty Restaurant.
From the questionnaires, there are some factors of business communication will
be asked to the customers, which affect customer satisfaction. The data that
obtained from the questionnaires will be submitted into the tabulation. After the
data is input into the tabulation, the next step is to enter the tabulation into SPSS
program.
Based on the result that was taken from SPSS, the correlation coefficient
is 0,315 which indicated the correlation between variable business communication
and customer satisfaction is positive. Therefore the better value of business
communication can increase customer satisfaction. To measure the relation
between two variables is reliable, the writers were measured with the significance
level of coefficient correlation at one side, and it shows the value of 0,013.
Because the value less than 0,05, this means the relation between two variables is
real. From the data analysis using SPSS, also obtain the value of R square. It is
show 0,099 which means business communication has an effect on customer
satisfaction in the percentage of 9,9%. From the regression test result it can be
obtained the formula for this research Y= 16,412 + 0,144X. It is mean constanta a
= 16,412 indicate if there is no business communication in Dynasty Restaurant,
the value of customer satisfaction is 16,412. The value of coefficient regression
0,144 means that each additional attributes of 1 unit, it will increase customer
satisfaction by 0,144.
Just by looking from the results, it could be concluded that business
communication does have impact in creating customer satisfaction. The results
shows that the business communication only has 9,9% of value in influencing
customer satisfaction. In other words, the rest stimulus (100% - 9,9%) for
customer satisfaction is affected by other variables.