ANALYZING RESTAURANT ATTRIBUTES OF K8 COFFEE HOUSE AND RESTO IN MANADO USING IMPORTANCE PERFORMANCE ANALYSIS
Abstract: Restaurant business
is growing in line with the customer’s needs, wants and demands. The restaurant
business has become a business that have concept of ambience, selling, menu and packaging, and
also service. This research aims to analyze the restaurant attributes of K8
Coffee House and Resto Manado. Restaurant Attributes has four indicators namely
ambience, menu, food quality and service quality. This is a quantitative
descriptive research and used IPA as the measurement tool. The sample size of
this research is 100 respondents who already visited the K8 Coffee House and
Resto. Convenience sampling was used by collecting data through online
questionnaire. The result revealed that food quality is located in Quadrant II
that indicated a high level of importance and good performance. In Quadrant I,
there is ambience which have high importance but the level of performance is
lower. Meanwhile, service quality is located in Quadrant III which means this
attribute is not too important to the customers and the company deliver low
performance. And the last is Menu that located in Quadrant IV. This attribute
has low importance to the customers but high performance which means this
attribute could be the strength of K8 Coffee House and Resto Manado.
Keywords: restaurant
attributes, importance and performance analysis
Penulis: Gloria F. Warokka,
Sifrid S. Pangemanan, Frederik G. Worang
Kode Jurnal: jpmanajemendd170880
