The Influence of Responsiveness and Empathy on the Decision to Visit Subari 74 Restaurant

Abstract

This study aims to analyze the effect of service quality consisting of responsiveness and empathy dimensions on consumer visiting decisions at Subari 74 Larangan Restaurant, Tangerang. This study uses a quantitative approach with a survey method. Data collection techniques were carried out by distributing questionnaires to 100 respondents who were active customers. Data were analyzed using multiple linear regression with SPSS software. The results showed that both responsiveness and empathy had a positive and significant effect on visiting decisions. Responsiveness contributes to forming positive customer perceptions through the speed and responsiveness of service, while empathy strengthens the emotional closeness between customers and waiters, thus encouraging customers to return. The coefficient of determination value shows that both independent variables are able to explain most of the variation in visiting decisions. Based on these results, it is recommended that restaurant management improve service quality, especially in terms of responsiveness and empathy towards customers. This study provides practical implications for culinary business actors in increasing customer loyalty through the right service strategy.