IDENTIFIKASI ATRIBUT KEPUASAN DAN PELAYANAN RUMAH MAKAN: STUDI KASUS PADA DUA RUMAH MAKAN OLAHAN BEBEK DI KOTA BANDAR LAMPUNG
ABSTRACT: The rapid growth of
restaurants makes competition tougher. To survive in it, a restaurant must
satisfy its consumers. Consumers’ satisfaction consists of its attributes. The
main objective of this study is to identify the attributes of consumers’
satisfaction and services at the restaurant. Respondents of this research are drawn
by using accidental sampling method. The data are collected at two processed
duck food restaurants by interviewing 120 respondents. The questionaires
included the scores of satisfaction and service attributes and the validity and
reliability were tested . The attributes identified in this study are taste,
price, suitability product, innovation, nutrition, fairness of service,
consumer priority, hospitality, politeness, cleanliness of restaurant, service
speed, communication skill, responsiveness of giving menu, the ability of explaining
menu, care, willingness for answering questions, the ability of answering
questions, responsiveness to consumer’s need, responsiveness of nonconformity,
ease of payment, neatness of serving, awareness of apologizing, responsiveness
of suggestion, location, parking area, seating, toilet and completeness of
cutlery. The results showed that there were 28 identified attributes of
consumers’ satisfaction and services achieved by interviewing 60 respondents.
The restaurants service attributes and customers’ satisfaction that had been
identified can be applied on 60 other respondentsto determine which attributes
need to be enhanced by the restaurant in order to meet customers’ satisfaction.
Penulis: Theresia Lilik
Triani, Agus Hudoyo, Ani Suryani
Kode Jurnal: jppertaniandd160899
