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All Journal Jurnal Pariwisata Vokasi
Rizki Subagja
Akademi Pariwisata NHI Bandung
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.
Co-Authors Dadi Indra Permana Erwin Setiawan