International Journal of Multidisciplinary Research and Literature (IJOMRAL)
Vol. 1 No. 1 (2022): INTERNATIONAL JOURNAL OF MULTIDISCIPLINARY RESEARCH AND LITERATURE

MEASUREMENT OF RESTAURANT SERVICE QUALITY USING MODIFICATION METHOD OF SERVICE QUALITY AND IMPORTANCE PERFORMANCE ANALYSIS

Putri, Hidayatul Saskya (Unknown)
Shofa, Mohamad Jihan (Unknown)
Ramayanti, Gina (Unknown)

Article Info

Publish Date
10 Jan 2022

Abstract

The purpose of this study is to determine the quality of services provided through customer satisfaction and determine the priority of attributes for improvement. In this study, the modification of Service Quality with 9 dimensions is used (Tangible, Reliability, Responsiveness, Assurance, Empathy, Cleansliness, Health, Safety and Environment Sustainability) and Importance Performance Analysis (IPA). Assessment of service level is given using a questionnaire of 100 samples from customer of sate tegal restaurant in Cilegon City, Banten. This restaurant does not only provide satay culinary, but also provides a variety of other food and beverage culinary menus. The results of the study using the Modified Service Quality Gap method resulted in a negative value, it states that the services provided by restaurants do not provide satisfaction to customers. In an effort to increase customer satisfaction with the services provided by using the Importance Performance Analysis (IPA) method, in quadrant A (top priority) there are 4 service quality attributes that are included in the top priority and must be improved

Copyrights © 2022




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Full PDF
386.598 KB
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
International Journal of Multidisciplinary Research and Literature (IJOMRAL)
Website

Abbrev

home

Publisher

Yayasan Education Social Center Publisher

Subject

Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Social Sciences Other

Description

IJOMRAL is a multidisciplinary forum for the publication of articles and research and discussion of issues that bear upon and enfold all the field. focuses on a broad range of topics covering all topic form Research or Literature Review that are of regional and World ...