Peningkatan Kualitas Pelayanan Dua Restoran Besar di Bandar Lampung melalui Pendekatan Dimensi Dineserve

https://doi.org/10.35912/simo.v1i2.811
Published: Jun 6, 2022

Abstract:

Purpose: This research aimed to examine the quality of service at two large restaurants in Bandar Lampung using dineserv dimensions, data analysis using Important Performance Analysis (IPA) or presented using the Performance Analysis Index.

Research Methodology: The study used primary data, and the data was obtained by distributing questionnaires to respondents. The sample in the study was 135 respondents, obtained using Hair et al (2010). The study was conducted for 3 months, from October to December 2021.

Results: The result of this study is that Rumah Kayu restaurants should focus on providing comfortable chairs, educating employees with skills that can impress consumers.

Limitation: On the other hand, Kinar restaurants should focus on providing better parking spaces, making facilities easy to use, and maintaining good service when the restaurant is crowded.

Keywords:
1. Service Quality
2. DINESERVE
3. Tangible
4. Reliability
5. Responsiveness
6. Assurance
7. Emphaty
Authors:
1 . Sipa Paujiah
2 . Edwin Sutadipraja
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How to Cite
Paujiah, S., & Sutadipraja, E. (2022). Peningkatan Kualitas Pelayanan Dua Restoran Besar di Bandar Lampung melalui Pendekatan Dimensi Dineserve . Studi Ilmu Manajemen Dan Organisasi, 1(2), 85–100. https://doi.org/10.35912/simo.v1i2.811
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Issue & Section
Vol. 1 No. 2 (2020): Oktober
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

    Abezie, H. (2020). Assessing a restaurant service quality using the Dineserv model: A quantitative study on Pizza Hut.

    Adeinat, I. (2019). Measuring service quality efficiency using Dineserv. International Journal for Quality Research, 13(3), 591–604.

    Allen, D. N. (2017). A Study of the Relationship Service Quality has on Customer Loyalty, Repeat Visits, and Willingness to Recommend. Capella University.

    Amegayibor, G. K., & Korankye, C. O. (2021). Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana's Central Region. Annals of Management and Organization Research, 2(4), 253-269.

    Diyanto, A., C. (2019). Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan Menggunakan Metode Importance Performance Analysis (IPA) Pada Hotel Rosali Situbondo. Universitas Muhammadiyah Jember.

    Dewi, S. K., & Nugraha, A. (2021). Quality of service evaluation based on importance performance analysis method and the kano model. Journal of Physics: Conference Series, 1764(1), 12199.

    Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa: (Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan). Deepublish.https://nasional.kontan.co.id/news/sri-mulyani-industri-kuliner-jadi-penyumbang-terbesar-pertumbuhan-ekonomi-kreatif

    Hair, J. F., Ortinau, D. J., & Harrison, D. E. (2010). Essentials of marketing research. New York, NY: McGraw-Hill/Irwin.

    Kurniasih, D. (2021). Pengaruh Kualitas Pelayanan, Citra Merek dan Getok Tular terhadap Keputusan Pembelian Jasa. Reviu Akuntansi, Manajemen, dan Bisnis, 1(1), 1-8.

    Lupiyoadi, R., & Ikhsan, R. B. (2015). Praktikum metode riset bisnis. Jakarta: Salemba Empat, 306.

    Ornella, D. (2020). Analisis kepuasan pelanggan dengan metode servqual dan kartersius pada rumah makan mak dower Rawamangun. Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.

    Reniati, R., Akbar, M. F., & Rudianto, N. A. R. (2019). The effect of Covid-19 on the economy of Bangka-Belitung and the performance of MSME and its impact on competitive strategies in the new normal era. Annals of Management and Organization Research, 1(1), 51-63.

    Rottie, R. F. I., Sukapto, P., & Hariandja, J. (2017). Peningkatan Kualitas Pelayanan Rumah Makan X Dengan Integrasi Metode DINESERV, ZOT, dan QFD. Saintek: Jurnal Ilmiah Sains Dan Teknologi Industri, 1(1), 11–20.

    Sanusi, A. (2011). Metodologi penelitian bisnis. Jakarta: Salemba Empat.

    Sara, S. (2018). Satisfaction And Behavioural Intention of Middle Eastern Tourists Toward Malaysian Restaurants.

    Statistik, B. P. (2018). Statistik Penyediaan Makanan dan Minuman. ISSN.

    Suci, A. (2017). Importance Performance Analysis Pelaku Usaha UMKM Sektor Kuliner di Pekanbaru.

    Wibowo, H. S., Tunggal, G. J. W., & Jokom, R. (2015). Analisa Kepuasan Konsumen Di Restaurant “X” Di Surabaya. Jurnal Hospitality dan Manajemen Jasa, 3(1), 203–214.

    Widyawati, S., & Faeni, R. P. (2021). Pengaruh Marketing Online, Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen Hotel Borobudur. Reviu Akuntansi, Manajemen, dan Bisnis, 1(1), 15-19.

  1. Abezie, H. (2020). Assessing a restaurant service quality using the Dineserv model: A quantitative study on Pizza Hut.
  2. Adeinat, I. (2019). Measuring service quality efficiency using Dineserv. International Journal for Quality Research, 13(3), 591–604.
  3. Allen, D. N. (2017). A Study of the Relationship Service Quality has on Customer Loyalty, Repeat Visits, and Willingness to Recommend. Capella University.
  4. Amegayibor, G. K., & Korankye, C. O. (2021). Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana's Central Region. Annals of Management and Organization Research, 2(4), 253-269.
  5. Diyanto, A., C. (2019). Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan Menggunakan Metode Importance Performance Analysis (IPA) Pada Hotel Rosali Situbondo. Universitas Muhammadiyah Jember.
  6. Dewi, S. K., & Nugraha, A. (2021). Quality of service evaluation based on importance performance analysis method and the kano model. Journal of Physics: Conference Series, 1764(1), 12199.
  7. Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa: (Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan). Deepublish.https://nasional.kontan.co.id/news/sri-mulyani-industri-kuliner-jadi-penyumbang-terbesar-pertumbuhan-ekonomi-kreatif
  8. Hair, J. F., Ortinau, D. J., & Harrison, D. E. (2010). Essentials of marketing research. New York, NY: McGraw-Hill/Irwin.
  9. Kurniasih, D. (2021). Pengaruh Kualitas Pelayanan, Citra Merek dan Getok Tular terhadap Keputusan Pembelian Jasa. Reviu Akuntansi, Manajemen, dan Bisnis, 1(1), 1-8.
  10. Lupiyoadi, R., & Ikhsan, R. B. (2015). Praktikum metode riset bisnis. Jakarta: Salemba Empat, 306.
  11. Ornella, D. (2020). Analisis kepuasan pelanggan dengan metode servqual dan kartersius pada rumah makan mak dower Rawamangun. Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
  12. Reniati, R., Akbar, M. F., & Rudianto, N. A. R. (2019). The effect of Covid-19 on the economy of Bangka-Belitung and the performance of MSME and its impact on competitive strategies in the new normal era. Annals of Management and Organization Research, 1(1), 51-63.
  13. Rottie, R. F. I., Sukapto, P., & Hariandja, J. (2017). Peningkatan Kualitas Pelayanan Rumah Makan X Dengan Integrasi Metode DINESERV, ZOT, dan QFD. Saintek: Jurnal Ilmiah Sains Dan Teknologi Industri, 1(1), 11–20.
  14. Sanusi, A. (2011). Metodologi penelitian bisnis. Jakarta: Salemba Empat.
  15. Sara, S. (2018). Satisfaction And Behavioural Intention of Middle Eastern Tourists Toward Malaysian Restaurants.
  16. Statistik, B. P. (2018). Statistik Penyediaan Makanan dan Minuman. ISSN.
  17. Suci, A. (2017). Importance Performance Analysis Pelaku Usaha UMKM Sektor Kuliner di Pekanbaru.
  18. Wibowo, H. S., Tunggal, G. J. W., & Jokom, R. (2015). Analisa Kepuasan Konsumen Di Restaurant “X” Di Surabaya. Jurnal Hospitality dan Manajemen Jasa, 3(1), 203–214.
  19. Widyawati, S., & Faeni, R. P. (2021). Pengaruh Marketing Online, Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen Hotel Borobudur. Reviu Akuntansi, Manajemen, dan Bisnis, 1(1), 15-19.