The improvement in service quality of small-scale food service businesses in Surabaya

Abstract

Two types of small-scale food service business existing in Surabaya are hawker centres and depots. Generally, depots and hawker centres are managed unprofessionally as the owner does not pay much attention to the service quality. Conversely, nowadays customers pay more attention to the service quality. Based on a survey, it was identified that hawker centres and depots are lacking in three aspects: (1) hygiene and sanitation, and (2) poor knowledge among staff in terms of both service quality and (3) grooming. Training was provided to the staff on food and personal hygiene; knowledge of food safe packaging; and how to provide excellent services. On the basis of feedback from the owner and the customers, it was found that these activities had positive impacts on depots, hawker centres and the customers. Hawker centres and depots could improve their staffs’ service quality so that in the end, customers feel satisfied visiting them. Since students performed these activities, they have also had a positive impact on them. By interacting with the owner and the staff at the hawker centres and depots, the students learned to be humble and open-minded, to interact with people from different backgrounds of education and economy, to have self-motivation and to not underestimate other people. Most importantly, the students realized that they should be thankful for what they have.