IDENTIFIKASI ATRIBUT KEPUASAN KONSUMEN DAN PELAYANAN RUMAH MAKAN OLAHAN AYAM DI KOTA BANDAR LAMPUNG
Abstract: The attributes used
in the previous studies of the restaurant consumer satisfaction were very
varied. Therefore, this study aims to
identify the attributes of the consumer satisfaction and service forthe
processed chicken restaurants in Bandar Lampung. The data was collected in September-October
2015. The technique used for sampling
was accidental sampling in which data
from 60 respondents were the scores for the attributes of satisfaction and
service. Moreover, the data were tested by using the validity and reliability
tests. The next step is gathering the data of attributes from 60 respondents of
two processed chicken restaurants. The analysis methods used were descriptive
analysis, validity and reliability test and Importance Performance Analysis
(IPA). The research showed that the attributes identified were taste, price,
menu diversity, nutrition, suitability menu, consistency of service time,
comfort, service speed,hospitality,responsiveness of suggestion, fairness of
service,accuracy of writing order, ease of payment, cleanliness of restaurant,
waitress’ understanding of the products, cashier thoroughness, completeness of
cutlery, location, parking area, security of parking, air conditioning,
wastafel, toilet, mosque and entertainment.
The attributes of customer satisfaction and service restaurants that
have been identified can be applied processed chicken in the city of Bandar
Lampung, but the accuracy attribute accuracy of writing order, park security of
parking, wastafel, mosque, and parking area needs to be improved by the
restaurant.
Penulis: Ayu Prasetyowati,
Agus Hudoyo, Kordiyana K Rangga
Kode Jurnal: jppertaniandd160897
