Persepsi Tamu Terhadap Kinerja Karyawan Restoran

Abstract

Penelitian ini dilakukan untuk mengetahui persepsi tamu terhadap kinerja karyawan berdasarkan 5 indikator (Tangible, Reliability, Responsiveness, Assurance, dan Empathy) dan mengetahui indicator apa saja yang menjadi prioritas bagi pelanggan yang berkunjung ke Rollpin Casual Smart Dine Mataram – Lombok melalui diagram kartesius. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah dengan menggunakan kuesioner. Berdasarkan hadil olah kuesioner yang peneliti ajukan ke 32 responden dan kuesioner menunjukan bahwa tingkat harapan tamu terhadap kinerja karyawan berdasarkan 5 indikator masih lebih besar dari pada tingkat kenyataan di lapangan. Dan berdasarkan hasil yang didapat dari diagram kartesius indikator empathy merupakan indikator yang menjadi prioritas bagi tamu namun pelaksanaanya perlu ditekankan lagi. Indikator reliability merupakan indikator yang dianggap kurang penting bagi tamu namun pelaksanaanya dianggap cukup, sedangkan indikator tangible, assurance, dan responsiveness dianggap tidak terlalu penting akan tetapi pelaksanaannya tergolong sangat baik.   This research was conducted to determine guest perceptions of employee performance based on 5 indicators (Tangible, Reliability, Responsiveness, Assurance, and Empathy) and find out what indicators are priorities for customers who visit Rollpin Casual Smart Dine Mataram – Lombok via Cartesian diagram. Data collection techniques used in this research is to use a questionnaire. Based on processing results questionnaire that the researcher submitted to 32 respondents and the questionnaire showed that the level of hope guests on employee performance based on 5 indicators is still greater than the level reality on the ground. And based on the results obtained from the Cartesian diagram of empathy indicators is an indicator that is a priority for guests, but its implementation needs to be emphasized again. The reliability indicator is an indicator that is considered less important for guests however implementation is considered sufficient, while the indicators are tangible, assurance and responsiveness considered not very important, but its implementation is considered very good.