ANALISIS TINGKAT PELAYANAN RESTORAN TERHADAP KEPUASAN PELANGGAN: STUDI KASUS PADA DUA RESTORAN DI KOMPLEKS PERTOKOAN WAY HALIM PERMAI KOTA BANDAR LAMPUNG
Abstract: Population and
economic growth in Bandar Lampung has been increasing the demand of
restaurants. Consequently, competition among restaurants in Bandar Lampung has
been increasing in order to get their customers. The main goal of this research
is to find out the difference between the customers’ expectation and the
restaurant’s performance. Data were obtained form questioning respondents from
two restaurants in the business area of Way Halim Permai, Bandar Lampung. Data
were analyzed using the Importance Performance Analysis (IPA). It is revealed
that both Restaurant A and Restaurant B were under performed in two atributes,
i.e. restaurant comfort and hospitality. Spesifically, Restaurant A was under
performed in the taste of its food and Restaurant B was under performed in
cleanness and tidiness; restroom availability; and wastafel/washing stand
availability.
Keywords: atributes,
importance, performance, Importance Performance Analysis (IPA), restaurant’s
Penulis: Dwi Aryanti, Agus
Hudoyo, Eka Kasymir
Kode Jurnal: jppertaniandd130087
