Research Article
Service Quality Approach to the Restaurant in Jakarta
@INPROCEEDINGS{10.4108/eai.25-11-2021.2318799, author={Achmad Mico Wahono and Saiful Hendra and Humiras Hardi Purba}, title={Service Quality Approach to the Restaurant in Jakarta }, proceedings={Proceedings of the 1st International Conference on Social, Science, and Technology, ICSST 2021, 25 November 2021, Tangerang, Indonesia}, publisher={EAI}, proceedings_a={ICSST}, year={2022}, month={7}, keywords={servqual; importance performance analysis}, doi={10.4108/eai.25-11-2021.2318799} }- Achmad Mico Wahono
Saiful Hendra
Humiras Hardi Purba
Year: 2022
Service Quality Approach to the Restaurant in Jakarta
ICSST
EAI
DOI: 10.4108/eai.25-11-2021.2318799
Abstract
The development of tourism in Indonesia is currently quite fast. With the number of tourist trips, it will increase the demand for tourism goods and services, one of which is the restaurant business. on the other hand, to be able to develop tourism, reliable quantity and quality are needed to serve tourists. The health and economic crisis during the Covid-19 pandemic caused many business sectors to slump. However, several industries, such as the food and beverage industry, still have resilience in the midst of sluggish public purchasing power. This study aims to analyze the performance of restaurants located in Jakarta in terms of customer satisfaction with service quality. This is to give contribution to the executives in making key moves. The number of samples is 114 respondents. After conducting the research, it was found that the priority factors for the technical response should be made. The indicators that are the focus of improvement in this research are the dimensions of Reliability (the existence of a reservation system) and Assurance (the ability of employees to provide fast service, compensation if an error occurs from the restaurant and requires employees to implement health protocols). Furthermore, the results of the House of Quality include employee training and the creation of service standards.