EVALUATING THE PHYSICAL ENVIRONMENT AT SUMOBOO RESTAURANT AND DESSERT HOUSE BY USING IMPORTANCE AND PERFORMANCE ANALYSIS (IPA)
Abstract: The role of the
physical environment in influencing customer behaviors and in creating a
provider’s image is especially pertinent in a service industry such as the
restaurant industry. What appeals to consumer preferences is not just food and
drink, but also a pleasant dining environment. Increased attention is paid not
only to the price and the merchandise itself, but also to providing a pleasant
and possibly exciting shopping atmosphere. This research aims to identify how
the Physical Environment at Sumoboo Restaurant and Dessert House. Type of this
research is descriptive with quantitative approach and IPA used as the
measurement tool. The sample size will be 100 customers. The result for service
quality shows, There are two attributes that perceived important to the
customer which are Cleanliness and Equipment. Those attributes was performed
well by Sumoboo then placed in Quadrant 2. In Quadrant 1, the attributes are
Scent. In Quadrant 3, the attributes are Temperature, Music, and Symbol. In
Quadrant 4, the attributes are Lighting, Colors, Layout, Furnishing and
Decoration. From the result the researcher suggests that Sumoboo Restaurant and
Dessert House must have to keep up with the performance that they already given
and continuously developing each day.
Keywords: importance and performance
Analysis, physical environment
Penulis: Giacita C. M.
Pangkey, Sifrid S. Pangemanan, Farlane S. Rumokoy
Kode Jurnal: jpmanajemendd171063
