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Undergraduate Theses from JBPTITBPP / 2012-07-10 15:48:41
Oleh : KHAIRISA PERMATA PUTRI (NIM 19007004); Pembimbing: Ir. Gatot Yudoko, MASC., Ph.D., School of Business and Management
Dibuat : 2010, dengan 7 file

Keyword : Service Quality, SERVQUAL, Customer Gap, Importance-Performance Analysis.

The competition in restaurants and cafes in Jakarta has become fiercely increasing and the key to survival is delivering well prepared foods at the right price. Also, an upcoming trend such as unique theme and customer experience put more challenges for restaurants and cafes to combine its quality and value perfectly to bear the competition. X as one of many restaurant located right in the middle of hustle and bustle metropolitan Jakarta should seized this opportunity by measuring its quality level as basis for improvement. In measuring service quality, many researchers have used SERVQUAL framework. By adapting this framework to measure Restaurant X, the quality level can be verified. The measurement will focus on five angles such as physical evidence, reliability, responsiveness, assurance and empathy. The result will be shape of gap between customer's expectation and perception at each service dimensions and finally Importance-Performance Analysis will be implemented to determine improvement priority for each variables.

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