Peningkatan kualitas pelayanan pada restoran the queen = Increasing service quality at the queen restaurant

Nicholas, Yudha (2019) Peningkatan kualitas pelayanan pada restoran the queen = Increasing service quality at the queen restaurant. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Kualitas pelayanan merupakan salah satu faktor penting yang harus diperhatikan saat mendirikan usaha karena sekarang ini banyak perusahaan yang menjual produk serupa sehingga pelanggan memiliki banyak pilihan untuk mendapatkan produk tersebut. Kualitas pelayanan menjadi faktor yang membedakan antar bisnis karena tidak mudah ditiru seperti produk, walaupun kedua perusahaan menjual produk yang sama kualitas jasa yang diberikan belum tentu sama. Dalam penelitian ini digunakan metode Servqual untuk menilai kualitas pelayanan yang terdiri dari 5 dimensi (tangible, reliability, responsiveness, assurance, empathy) dari restoran The Queen. Penilaian dilakukan dengan menyebar kuesioner kinerja restoran dan kepentingan pelanggan yang terdiri dari 22 pertanyaan seputar dimensi servqual. Hasil kuesioner diolah dengan metode Importance performance matrix analysis untuk mengetahui aspek dari dimensi servqual yang penting dan perlu diperbaiki secepatnya. Terdapat 8 aspek dengan gap score negatif namun hanya 5 yang memiliki kepentingan tinggi, yaitu kebersihan ruangan, kecepatan proses pembayaran, ketersediaan pelayan memberikan bantuan, pengetahuan akan produk, ketepatan penjelasan akan produk. Nilai kesenjangan juga akan dicari dengan membandingkan nilai rata rata kuesioner kinerja dengan kepentingan. Proses perbaikan dimulai dengan menerapkan metode fault tree analysis untuk aspek yang perlu diperbaiki. Penggunaan FTA bertujuan supaya akar permasalahan dapat diketahui sehingga saran perbaikan tepat sasaran. Setelah implementasi diterapkan, kualitas pelayanan akan diukur kembali dengan menyebarkan kuesioner kinerja restoran. Hasil kuesioner akan diolah dengan metode Importance performance matrix analysis, nilai kesenjangan dibandingkan dengan hasil sebelum implementasi untuk dilihat apakah ada perubahan kualitas pelayanan atau tidak. Terdapat 2 aspek (ketersediaan pelayan untuk memberikan bantuan dan pengetahuan akan produk) yang masih harus diperbaiki karena performa masih rendah. / Service quality is an important factor that should be considered when establishing a business because nowdays many company offer similar product which give customer many choices. Service quality can be a differentiate factor that made each company unique in customer eyes because each company have their own way to deliver the service and cannot be copied easily by other company even 2 company sell a similar product. In this research servqual method is used to rate service quality which consist of 5 dimensions namely tangible, reliability, responsiveness, assurance, empathy from The Queen restaurant. Scoring process done by giving questionaire about restaurant performance and customer’s interest. Questionaire consist of 22 questions about servqual dimensions. Questionaire results processed by using important performance matrix analysis method to find which aspect of serqual dimensions need to be fixed as soon as possible. Gap score between mean of performance questionare and mean of customer interest also calculated. Improvement process started by implementing fault tree analysis (FTA) method for every aspect that need to be improve. 8 aspects have negative gap score but only 5 of them are have a high importance level (room cleaneliness, fast payment process, availability of workers providing assistance, product knowledge, explanation accuracy) FTA method used to find out root cause of each aspect that need to be improve so improvement can fix that problem accurately. After improvement implemented service quality will be measure again by giving restaurant performance questionaire. Questionaire result will be processed again by importance performance matrix analysis method and the new gap score will be calculated and compared with old gap score to find out is there any improvement at service quality after improvement implemented. After implementation there still 2 aspects need to be improve namely availability of workers providing assistance, product knowledge)

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