Service Quality Approach to the Restaurant in Jakarta

Abstract

The development of tourism in Indonesia is currently quite fast. With the number of tourist trips, it will increase the demand for tourism goods and services, one of which is the restaurant business. on the other hand, to be able to develop tourism, reliable quantity and quality are needed to serve tourists. The health and economic crisis during the Covid-19 pandemic caused many business sectors to slump. However, several industries, such as the food and beverage industry, still have resilience in the midst of sluggish public purchasing power. This study aims to analyze the performance of restaurants located in Jakarta in terms of customer satisfaction with service quality. The strategy utilized is Importance Performance Analysis (IPA). IPA is done to figure out status pointers connected with administration quality. furthermore, to decide the situation with markers connected with administration quality. This is to give contribution to the executives in making key moves. The number of samples is 114 respondents. After conducting the research, it was found that the priority factors for the technical response should be made. The indicators that are the focus of improvement in this research are the dimensions of Reliability (the existence of a reservation system) and Assurance (the ability of employees to provide fast service, compensation if an error occurs from the restaurant and requires employees to implement health protocols). Furthermore, the results of the House of Quality include employee training and the creation of service standards.