Perpustakaan Digital ITB

Abstract : During this time we had known that most of Sundanese Restaurant give services to the customer by serve all food in the table accordingly what they have order, but eventually new phenomenon change the concept of service in Sundanese Restaurant. The dishes not only serve in the table but the customer can choose and see directly the foods which are serves in buffet. The restaurant also gives other services to support the pleasure of the customer. This is related to the wish of restaurant to give the customer satisfaction. Bumbu Desa Kedai is a company being active in the field of food industry and one of some restaurant that use the new concept of service. The concept is different with the generally concept. After that, many of Sundanese Reaturant uses this kind of concept. Bumbu Desa wants to know whether this concept can be accepted goodly by the customer or not. Related with the problem above, is has been made the analysis of customer satisfaction about the service that given by the Bumbu Desa restaurant. Customer Satisfaction is the most important thing to keep customer keep buying or using the product or service. There are so many factors that support the customer satisfaction about a service, such as facilities, people, product, service and price. In making this research, firstly it is execute a direct observation to the Bumbu Desa Sundanese Restaurant. Then make some interviews with people around this business. After that make a focus group discussion to discuss about what factors that will support the customer to be satisfied. After that make a questionnaire for knowing the level of customer satisfaction and the questionnaire will be processed with SPSS 12.0. With knowing the level of customer satisfaction in every service that given by Bumbu Desa, then it will be known which service work success in give satisfaction to the customer and which service work less, so the concept can be developed.