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All Journal Jurnal Pariwisata Vokasi
Erwin Setiawan
Jurnal Vokasi
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Analisis Kualitas Pelayanan Prima Menggunakan Dimensi Service Quality (Servqual) di Feast Restaurant Sheraton Bandung Hotel and Towers: Erwin Setiawan; Rizki Subagja; Dadi Indra Permana
JURNAL PARIWISATA VOKASI Vol 6 No 2 (2025): Jurnal Pariwisata Vokasi
Publisher : Akademi Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60038/jpv.v6i2.147

Abstract

Excellent service plays a crucial role in achieving customer satisfaction in the hospitality and restaurant industry. This study aims to analyze the quality of service at Feast Restaurant, Sheraton Bandung Hotel and Towers. The research employs a descriptive method with a qualitative approach, using data collection techniques such as observation, interviews, questionnaires, and literature studies. The findings indicate that while most customers experience convenience in the service, several aspects require improvement, namely speed, empathy, accuracy, and reliability. To address these issues, enhancing service quality through employee training and better management practices is necessary. These findings highlight the importance of employee development to achieve excellent service standards that meet customer expectations and enhance the restaurant's competitiveness in the hospitality industry.
Pelaksanaan Bauran Pemasaran Di Bumi Sunda Resto Bandung: Erwin Setiawan; Sarah Dwi Lestari Nainggolan
JURNAL PARIWISATA VOKASI Vol 7 No 1 (2026): Jurnal Pariwisata Vokasi
Publisher : Akademi Pariwisata NHI Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60038/jpv.v7i1.155

Abstract

The restaurant industry in West Java has experienced rapid growth in line with the increasing demand for ready-to-eat food. Business competition among restaurants has intensified, especially in major cities such as Bandung. One restaurant facing this challenge is Bumi Sunda Resto, which has operated for four years with a traditional Sundanese dining concept. Despite various marketing strategies implemented, both online and offline, most visitors come based on word-of-mouth recommendations rather than the restaurant's direct marketing efforts. Observations and customer data indicate that Bumi Sunda Resto's marketing effectiveness remains low, leading to a decline in revenue over a certain period. This study aims to evaluate the implementation of the marketing mix, which includes five key elements: product, price, place, promotion, and physical evidence, also known as the Five Pillars of Marketing. The results of this research are expected to provide recommendations for improving Bumi Sunda Resto’s marketing strategies and enhancing its competitiveness within Bandung’s growing culinary industry. Keywords: Marketing Mix, Promotion, Customer Visits, Revenue,
Co-Authors Dadi Indra Permana Rizki Subagja Sarah Dwi Lestari Nainggolan