ANALISIS PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN TRIZ (STUDI KASUS PADA “RESTORAN OCEAN GARDEN” MALANG)

Hananingsih Widya Rahmanti, Usman Effendi, Retno Astuti

Abstract


ABSTRAK

Tujuan penelitian ini untuk mengetahui atribut yang masih kurang dari rata-rata nilai Servqual yang kemudian diberi rekomendasi perbaikan dengan metode TRIZ. Penelitian ini menggunakan metode Servqual untuk mengetahui tingkat kepentingan, tingkat kinerja, dan gap dan metode TRIZ untuk memberikan rekomendasi perbaikan. Hasil penelitian menggunakan metode Servqual, atribut yang masih perlu ditingkatkan kualitas pelayanannya yaitu kecepatan penyajian makanan, konsistensi rasa makanan, kebersihan restoran, kelengkapan peralatan makan, kecepatan penanganan keluhan konsumen, desain interior, dan kecepatan pelayanan dalam memenuhi kebutuhan konsumen. Rekomendasi yang diberikan dengan metode TRIZ diprioritaskan pada angka inventive principles yang keluar lebih dari dua kali

 

ABSTRACT

The research aims to find attribute that posseses less service values, thus giving improvement recommendation with TRIZ method. The research uses Servqual to know the importance level, performance level and gap, and the TRIZ method is to recommend the improvements. The results of the research showed that the attributes are still requiring improvement service quality comprises food serving promptness, taste consistency, restaurant cleanness, cutlery availability, promptness of handling customers complaints, interior design as well as promptness of service in satisfying customers’ needs. The recommendation provided with TRIZ is prioritized at the figures of principle inventive which come out more than twice


Keywords


Hospitality; Peningkatan Kualitas Pelayanan; Restoran; Service Quality; TRIZ

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DOI: http://dx.doi.org/10.21776/ub.jtp.2017.018.01.4

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