Analysis of Customer Satisfaction Using the Modified Servqual Method (Case Study at Waroeng Spesial Sambal Ss) Analisis Kepuasan Konsumen Menggunakan Metode Modified Servqual (Studi Kasus Di Waroeng Spesial Sambal Ss)
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Published:
Mar 10, 2021
Keywords:
quality, service, servqual, modified servqual
Main Article Content
Abstract
Restaurant business is one of the types of businesses that continues to grow in Indonesia. With the potential of this type of business, restaurants are competing to provide the best service for consumers. Waroeng Special Sambal is one of the restaurants that located in Yogyakarta. Waroeng SS has been serving consumers for years, nevertheless there are things that are felt not to meet with consumer expectations. The purpose of this study is to determine the quality of service in Waroeng SS restaurant, determine the priority of improvements, and determine the perceptions and expectations of consumers using the modified servqual method. The result of this study indicate that the tangible dimension for direct consumers has the lowest value and for consumers nearby, the dimensions that have the lowest performance is responsiveness. The attribute that has the lowest value is “the size of parking space” for direct consumers and “the parking space for vehicle onubstructive” for consumers nearby.
Article Details
How to Cite
Sofwan, R. D., Mansur, A., & Widodo, I. D. (2021). Analysis of Customer Satisfaction Using the Modified Servqual Method (Case Study at Waroeng Spesial Sambal Ss). PROZIMA (Productivity, Optimization and Manufacturing System Engineering), 3(2), 21-30. https://doi.org/10.21070/prozima.v3i2.1271
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References
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[2] Bojanic, David, C. dan Rosen, Drew, L., 1994. Measuring Service Quality in Restaurants: an Application of the Servqual Instrument. Journal of Hospitality & Tourism Research 18:3.
[3] Fu, Yao-Yi dan Parks, Sara, C., 2001. The Relationship Between Restaurant Service Quality and Consumer Loyalty Among the Elderly. Journal of Hospitality & Tourism Research 25:320.
[4] Namin, Aidin. 2016. Revisitting Customers’ perception of service quality in fast food restaurants. Journal of Retailling and Consumer Services 34 70-81.
[5] Parasuraman, A, Zeithaml, V.A dan Berry, L.L., 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions Of Service Quality. Journal of Retailing volume 64 number 1: 12-40.
[6] Horng, J.S, Chou, S.F, Liu, C.H dan Tsai C.Y., 2012. Creativity, aesthetics and eco-friendliness: A physical dining environment design synthetic assesment model of innovative restaurants. Tourism Management, 36: 15.25.
[7] Ryu, Kisang, Lee, Hye-Rin & Kim, Woo, Gon. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, Vol. 24, No. 2.
[8] Chang, Wen-Chuan, Chang, Li-Hui & Yeh, Shih-Shuo. 2013 Advances in Hospitality and Leisure, Vol. 9, 185-205.
[9] Gaspersz, Vincent., 1997. Manajemen Kualitas. Jakarta: PT. Gramedia Pustaka
[10] Nasution, Arman, Hakim. 2006. Manajemen Industri. Yogyakarta: ANDI
[11] Mensah, Ishmael, Mensah, Rebecca, Dei., 2018. Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing vol. 4, Issue 1, pp 27-36.
[12]Tjiptono, Fandy dan Chandra, Gregorius. 2005. Service, Quality & Satisfaction. Yogyakarta: ANDI
[13] Yamit, Zulian. 2001. Manajemen Kualitas Produk dan Jasa. Yogyakarta: EKONISIA.
[14] Purnama, Nursya’bani. 2006. Manajemen Kualitas: Perspektif Global. Yogyakarta: Ekonisia
[15] Parasuraman, A, Zeithaml, V. A dan Berry, L.L., 1985. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing volume 49: 41-50.
[16] Milliman, Ronald, E., 1986. The Influence of Background Music on the Behavior of Restaurant Patrons. Jornal of Consumer Research, Vol. 13.
[17] Besterfield, D. H., 1998. Quality Control. Singapore: Prentice-Hall, Inc.
[18] Maister, D., 1985. The Psychology of Waiting Lines. Dalam J. A. Czepiel, M. R. Solomon & C. F. Suprenant (Eds), The Service Encounter: Managing Employee/Customer interaction in Service Business. Lexinton, MA: D. C. Heath and Company, Lexinton Books.
[19] Principato, Ludovica, Pratesi, Carlo, Alberto & Secondi, Luca. 2018. Towards Zero Waste: an Exploratory Study on Restaurant Managers. International Journal of Hospitality Management 37, 130 -137.