Solaria Restaurant is a food and beverage coorporation. Food and beverage business has grown faster as the time goes by. In order to compete with other restaurants, Solaria Restaurant has to improve the serving quality for growing customers satisfaction and loyality. Hence, this research is conducted for measuring the consumer satisfaction ofthe serving quality in Solaria Restaurant by applying Importance-Satisfaction Model (IS) Method and Decision Making Trial and Evaluation Laboratory (DEMATEL) Method. IS Method is applied in order to classify the quality statements of serving quality which should
be prioritized in order to do improvement, then DEMATEL method is applied in order todiscover the relation among attributes which should be improved. With the result that thereare some improvement suggestions in order to improve consumer satisfaction. The subjectsof this research are the consumers who have visited Solaria Restaurant once a year at theminimum. The number of samples which are used in this research are 90 respondents withthe sampling technique according to Malhorta (1993). There are 18 serving quality questions by applying DINESRV method. According to IS method, there are 3 questions inthe first session, 4 questions in the second session, 8 questions in the third session, and 3
questions in the fourth sessions. The questions which have been divided in IS method are continued for DEMATEL method. From the result of IS method and DEMATEL method the researcher finds out the statement priority sequences which should be improved by Solaria Restaurant. The first priority is dining areas that are thoroughly clean, while the last priority is interesting food menu. |