Detail Pengukuran Kualitas Pelayanan Restoran Dengan Metode Zone Of Tolerance (Studi Kasus: Restoran EAT Happen, Bekasi) Bibliografi Author: OLIZENZIA, ZERVI ; Triyanti, Vivi (Advisor) Topik: Restaurant; Service Quality; Zone of Tolerance Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2017     Jenis: Theses - Undergraduate Thesis Fulltext: Zervi Olizenzia's Undergraduate Theses.pdf (7.83MB; 42 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-1320 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract A restaurant is one of the industries which can be categorized as a service industry which needs to pay attention on service quality which is given to the customers. Because there are a lot of restaurants, restaurant entrepreneurs have find ways to win from their competitor. One of the ways that can be used to win is to give the best service to the customers. One of the restaurant entrepreneurs that has just been built is Eat Happen restaurant that is located in Grand Galaxy City, Bekasi, West Java that started operating on 21th May 2016 that has a lot of competitors. Based on the result of observation and interview, there are Eat Happen’s customer complaints which is an indicator of customers that are unsatisfied with the restaurant’s service. With the existence of those complaints, then an enhancement and fixing on the service given must be done. To assess the level of service quality given by Eat Happen restaurant, a research about service quality is done using Zone of Tolerance method, a method that analyse service quality which is received by customers in 3 region (adequate service, desired service, and zone of tolerance). Assessing service quality is done by spreading questionaires to find out the customers’ feedback about the service quality of Eat Happen restaurant dan what services which should be enhanced or fixed compared to the competitors. From the result of the assessment, it is known that the service quality at Eat Happen restaurant is in the zone of tolerance region, which means that the customers are pretty satisfied with the given service. Nevertheless, there are some services that are located near the adequate service region. This service needs to be enhanced so it doesn’t come nearer to the adequate service region. The service which needs to be enhanced are, a restaurant has waiters which serve with all of their heart (friendly, polite), a restaurant has waiters which are fast-respond when mistakes happen, and a restaurant gives service which is fast and accurate. So, the advices are, make a Standard Operating Procedure (SOP), use walki-talkies to be faster on handling the customers, apologize to the customers in the form of free treat, and use duplex ordering paper. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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