Yovita, Priska (2014) Evaluasi Kualitas Pelayanan Pelanggan Di Restoran Baegopa? House Of Hungry Malang Dengan Service Quality (Servqual) Dan Quality Function Deployment (QFD). Sarjana thesis, Universitas Brawijaya.
Abstract
Meningkatnya jumlah restoran atau kafe yang menyebabkan persaingan sengit, termasuk restoran Baegopa? House Of Hungry yang terkenal di Malng karena makanan dengan citarasa western dan porsinya yang cukup besar. Selain itu, restoran ini juga dikeluhkan oleh konsumen karena waktu panjang, dari menu, bahan dan rasa makanan yang berubah. Informasi kualitas pelayanan terhadap kepuasan pelanggan menjadi penting untuk restoran untuk menentukan prioritas atribut dan perbaikan rekomendasi. Metode yang telah diterapkan untuk mengukur kepuasan pelanggan dan untuk mendapatkan rekomendasi untuk perbaikan adalah SERVQUAL dan QFD. Dimensi kualitas pelayanan yang digunakan adalah realibility (kehandalan), responsiveness (daya tanggap), assurance (jaminan), empathy (empati) dan tangible (bukti fisik). Penilaian persepsi dan harapan pada Servqual menghasilkan permintaan pelanggan untuk layanan yang harus ditingkatkan. Selain itu, QFD mengintegrasikan kebutuhan pelanggan dan respon teknis untuk mendapatkan prioritas perbaikan. Berdasarkan penelitian, dapat dilihat bahwa atribut prioritas adalah karyawan cepat dan sigap dan pelayanan yang cepat berkualitas ketika restoran ramai. Peningkatan rekomendasi untuk restoran ini adalah memberikan pelatihan dan pengembangan karyawan secara teratur dan menerapkan manajemen SOP yang telah ditentukan. Penelitian berikutnya perlu menambah atribut kualitas pelayanan dan respon teknis sehingga diperoleh prioritas perbaikan pelayanan sesuai keadaan riil perusahaan.
English Abstract
The increasing number of restaurant or café is causing fierce competition, including restaurant Baegopa? House of Hungry that famous in Malang because the taste of western food and the portions were quite large. In addition, the restaurant Baegopa? House Of Hungry is also complained by consumers because of long service time, out of menu, unconsistent material and taste of food. Information on service quality to customer satisfaction becomes important for the restaurant to determine the priority attribute and recommendations for improvement of services. The methods that have been applied to measure the customer satisfaction and to get the recommendations for improvement are SERVQUAL and QFD. The dimensions of service quality used are realibility, responsiveness, assurance, empathy and tangible. Assessment of perception and expectation on Servqual generate customer demand for services that should be improved. Moreover, QFD integrate customer needs and technical response to get improvement priority. Based on the research, it can be seen that the priority attributes are quick and responsive employees also qualified and fast service when the restaurant is crowded. The improvement recomendation for this restaurant is providing training and development of employees on a regular basis and applying a predetermined SOP management. Next research needs to add more service attributes and technical responses in order to obtain the appropriate service improvement priority real state company.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2014/353/05140405072 |
| Subjects: | 300 Social sciences > 338 Production > 338.1 Agriculture |
| Divisions: | Fakultas Teknologi Pertanian > Teknologi Industri Pertanian |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 10 Oct 2014 15:36 |
| Last Modified: | 01 Dec 2021 03:11 |
| URI: | http://repository.ub.ac.id/id/eprint/149756 |
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2._HALAMAN_JUDUL.pdf Download (1MB) | Preview |
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3.lembar_pesetujuan.pdf Download (1MB) | Preview |
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5._RIWAYAT_HIDUP.pdf Download (1MB) | Preview |
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