The Influence of Frontliner Friendliness, Food Quality and Dining Experience on Passenger Satisfaction at XYZ Cruise Line Restaurant

Abstract

This study aims to determine several things, the first is the effect of frontliner friendliness on passenger satisfaction at the XYZ cruise line Restaurant, the second is the effect of food quality on passenger satisfaction at the XYZ cruise line Restaurant; third, the influence of the experience of enjoying food on passenger satisfaction at Restaurant XYZ cruise line; fourth, the influence of the frontliner's friendliness on the experience of enjoying food; fifth, the effect of food quality on the experience of enjoying food; sixth, the effect of frontliner friendliness on passenger satisfaction through the experience of enjoying food and seventh, the effect of food quality on passenger satisfaction at XYZ cruise line Restaurant through the experience of enjoying food as an intervening variable. This research method uses a descriptive quantitative method. The population is XYZ cruise line passengers with a sample of 54 people with the multiple regression analysis method. By applying the method above, the authors can conclude the positive influence of each variable on the other variables.