Analisis Kepuasan Konsumen terhadap Pelayanan Restoran Cepat Saji (Restoran X) dengan Metode Service Quality (Servqual)

  • Michelle Horax
  • Lucy Sanjaya
Keywords: Customer Satisfaction, Service Quality (ServQual), Gap Analysis, restaurant


RestaurantX is a fast food restaurant that emphasizes quality to obtain customer
satisfaction. The process of fulfillment of consumer satisfaction, not only requires
a quality product or service, but also requires a supportive service system. This
study aims to analyze customer satisfaction ofRestaurantX service. The method
used is Service Quality. This method measures the quality of service and be used
to analyze the cause of a service problem. Dimensions used in this research are
reliability, responsiveness, assurance, empathy, and tangible. Data collection
techniques were conducted by distributing questionnaires to respondents. The
result of the research using regression technique shows that the variables affecting
customer satisfaction on RestaurantX service are clean environment both at the
inside and the outside, lighting condition inside restaurant, list menu neatly and
visibly clear by consumers, food portions served, and employees provide prompt
and timely service. The result of the research by using Service Quality method
states that RestaurantX service of employee responsive to consumer requirement
and employees ability to respond consumer demand quickly need to improve due
to big gap between expectation and consumer perception

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