Peningkatan Kualitas Pelayanan Rumah Makan X Dengan Integrasi Metode DINESERV, ZOT, dan QFD

Abstract

Restaurant X is in mall ambassador food district providing typical Manado food for customers. Complaints of customer cause discomfort and dissatisfaction, consequently, potential reduction in customer loyalty.To cope with customer dissatisfaction, the improvement of service quality is necessary. To improve service the DINESERV method was used serving in appraising customer satisfaction. Integration into Zone of Tolerance was made by choosing Restaurant X customer satisfaction standards to find out critical attributes which is not fulfilling customer satisfaction. The critical attributes was analyzed by using Quality Function Deployment to get recommendations of improvements. House of Quality was developed to clarify consumer perspective and a technical Restaurant X perspective in compliance with customer satisfaction.Based on questionnaires distributed to 240 respondents in 24 attributes, 7 are not yet meeting customer satisfaction. Attributes under minimum tolerance standard are 4, 11, 12, 13, 17, 23 and 24. The House of Quality in X Restaurant develops some recommendation of improvement in order are as follows: training programs construction, 2 S of service, positioning of employee in accordance with their competencies and skills, production of idea box, scheduling and an off-day employees, building up confidence and communication relationship with employees, neatly and beautiful decoration of food, distribution of bonuses to best employees, no error of payment,develop menu design, dish of food is served fit the presentation of menu, new infant baby seats and utensils, promotion of 1 free menu every month.