Detail ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN RESTORAN DENGAN METODE SERVQUAL, IPA (IMPORTANCE PERFORMANCE ANALYSIS), DAN QFD (QUALITY FUNCTION DEPLOYMENT) STUDI KASUS : “OUTLET IMPERIAL KITCHEN &DIM SUM AEON BSD, SMS, DAN SUPERMAL” Bibliografi Author: Lusijanto, Regina Virginia ; Wahyu, Marsellinus Bachtiar (Advisor) Topik: Customer Satisfaction; Servqual; Importance Performance Analysis; Quality Function Deployment Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 61-Regina V L-2014043027.pdf (8.41MB; 36 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Indonesia’s economic growth is motivated by indsutrial growth. One of the fastest growing industries is restaurant. Imperial Kitchen & Dim Sum is one restaurant with forty-eight branches. Based on customer’s complaint, obtained that the most number of complaints are in Tangerang Regency. Therefore it is necessary to improve the quality of service by analyzing customer satisfaction on restaurant service quality. Analysis of customer satisfaction can be done with Servqual method which is considered reliable to measure consumer satisfaction. This research also used IPA (Importance Performance Analysis) method to select servqual results based on importance level. While the QFD (Quality Function Deployment) method is to analyze the action plan. The purpose of this research is to identify the customer perception of this service quality based on customer expectation and importance,and also analyze the action plan needs to be done. Based on the calculation of servqual method obtained that the performance of restaurant service quality is under the expectations of consumers. This is evidenced by the negative servqual gap result for the twenty-three service quality attributes. While the result of the IPA method shows that there are eight attributes of service quality that have low performance. However, of the eight attributes, only three attributes that have high level of importance for consumers, namely; availability of toilets/handwashing, suitability prices with portion and product quality, and buyer’s alertness to order from customer. Therefore, the improvement priorities only focus on those three attributes (quandrant A). Responding to the needs of concumers, based on the result of QFD method shows that the action plans for the restaurant are employee training, survey menu, bell application, and giving sanitation facilities. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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