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

Lia Lisnawati,I Putu Astawa

doi:10.31940/jasth.v3i1.1423

Abstract

This study is analyze about service quality analisys of Table8 chinese restaurant at The Mulia. The purposes of this research are to know the service quality of Table8 Chinese Restaurant staff to customer satisfaction and to know the indicator that must be improved and maintain the quality of service performed by the Table8 Chinese Restaurant staff at The Mulia. The number of samples were 60 respondents, with the data collecting method was incidental sampling. Primary data collection of quality of service variable use questionnaire method with validity and reliability tested. The analysis technique use Servqual analysis and Importance Performance Analysis presented in Cartesian Diagram. The results of this research showed that there are negative, positive and neutral gap between perceptions and customer expectations. The customers are satisfied because the value of positive gap more than negative gap. Meanwhile in the technique Importance Performance Analysis the indicator in improving service quality performed by Table8 Chinese Restaurant staff at the Mulia are: strategic location of restaurant and easy to access, Ability to the restaurant staff  to provide accurate information. Then, restaurant staff ability to handle guest’s complaints. And the indicator that must be maintained service quality are: politeness and friendliness of the restaurant staff, Ability restaurant staff  in providing properly table service, restaurant staff  in given individual attention to the guest. Table8 Chinese Restaurant should prioritize and improve the performance of these indicators in order to enhance the service quality of Table8 Chinese Restaurant staff for maximizing the customer satisfaction.

Highlights

Every tourist definitely needs accommodation that will fulfill their needs during a tourist trip which is a second home for tourists, so they are will looking for comfortable accommodations to stay especially for those who are vacationing with family
One of the accommodations located in the south is The Mulia, Mulia Resort and Mulia Villas is a five-star hotel located in the Nusa Dua area has 4 main restaurant such as, The Café(International Restaurant), Soleil (Mediterranean and Pan Asian Restaurant), Edogin (Japanese Restaurant), and Table8 (Chinese Restaurant), Restaurant in The Mulia, Mulia Resort and Mulia Villas has their own Department called Food and Beverage Department that divided to be Food and Beverage Service Department and Food and Beverage Product Department
Good service quality is the responsibility of the business that must be given to every guest or customer

Summary

Introduction

Every tourist definitely needs accommodation that will fulfill their needs during a tourist trip which is a second home for tourists, so they are will looking for comfortable accommodations to stay especially for those who are vacationing with family. Hotel is one of type accommodations that used part or all of the buildings to serve as lodging services in which to provide food and beverage services as well as other commercially managed support service (Sambodo & Bagyono, 2006). Guest experience in a hotel is shaped by the performance of all departments in the hotel, and quality service will ensure guest satisfaction, creating repeat customers (Sambodo and Bagyono, 2006; Normasari and Kumaji; 2013). It is vital for Restaurant staff to meet the needs and desires of customers and provide quality service to create customer satisfaction and loyalty. Good service quality is the responsibility of the business that must be given to every guest or customer. The delivery of good service quality will bring short and long term benefits to restaurant and incurred customers of guest loyalty in return

Methods

Results

Conclusion