Identifikasi Atribut-Atribut Perancangan Sistem Pelayanan Restoran Fast Food  

Oleh:

Santono, Hadi ; Taroepratjeka, Harsono ; Diawati, Lucia

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Teknologi Industri vol. 8 no. 3 (Jul. 2004), page 217-232.
Topik: Quality of Service; Attributes; Customer Preferences; Expectation; Perception

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ83.5 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Today, industrial service sector dominates our economy and the number continuous to grow. Quality improvement looms large in the ongoing success of this sector of our economy. The quality level of service system of service industry must be improved because it is a competitive advantage for the industry. The way is the effort to know and understand customer expectation and perception to service system obtained. For that reason, service producers have to improve their service system. and based on knowledge about customer characteristics, we can design and improve better service system. This research starts with effort to know customer preferences/expectations and perceptions to design attributes of fast food restaurant service system. From this point, we can know about gap between customer expectations and perceptions obtained. Then, from calculation of important level and significance test for expectations and perceptions value, quality offood attribute was chosen for more detailed design level. Clean facilities and surroundings was chosen too because these attribute have high important level and support the quality offood attribute.

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