Solaria Restaurant is a company that running a service, which provides serve any exclusive menus, innovative, and new like most other restaurants. Solaria restaurant only provide daily meals such as fried rice, fried noodles, fried white rice noodles, chicken noodles, cap cay and meatballs. Solaria restaurant only emphasize marketing communications and only focussing a taste that fit with Indonesian. To understand about service attribute that being for consumer needs and
quantify quality performance of those attribute it will used ServQual method and Importance Performance Analysis (IPA) to identified service attribute based on how far those attributes can meet customer satisfaction. ServQual method is divided into 5 dimensions of reliability, responsiveness, assurance, emphaty, and tangible. While IPA is using quadrant analysis, which consist of quadrant A, quadrant B, quadrant C and quadrant D. From the calculations by ServQual method and IPA, it can be given an attribute that being a main priority. Based on ServQual method there are about 27 service attributes that have a negative score gap value, which means almost all of
attributes is improved. Based on IPA, there are 15 attributes that inclusive in quadrant A (high priority) |