SERVICE QUALITY ANALISYS OF ‘TABLE8’ CHINESE RESTAURANT AT THE MULIA, MULIA RESORT AND MULIA VILLAS

Abstract

This study analyzes the service quality of Table8 Chinese Restaurant in Mulia Resort, Bali, namely customer satisfaction, indicators that must be improved and the quality of staff services that must be maintained. The number of samples is 60 respondents. Data collection method is incidental sampling, with a questionnaire that has been tested for validity and reliability. Data were analyzed by Servqual analysis and Importance Performance Analysis which are then presented in a Cartesian Diagram. The results of this study indicate that there are negative, positive and neutral gaps between customer perceptions and expectations. Customers are satisfied because the value of a positive gap is more than a negative gap. The Importance Performance Analysis technique as an indicator in improving the quality of services performed by Table8 Chinese Restaurant staff in Mulia is a strategic location and easily accessible, the ability of restaurant staff to provide accurate information, and the ability of restaurant staff to handle guest complaints. Indicators that must be maintained by the quality of service are the courtesy and friendliness of the restaurant staff, the ability of the restaurant staff to provide proper table service, restaurant staff in providing individual attention to guests. Table8 Chinese Restaurant must prioritize and improve the performance of this indicator to improve the service quality of Table8 Chinese Restaurant staff in order to maximize customer satisfaction.