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Rasna, Rasna
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Journal : Management Studies and Business Journal

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ANALYSIS OF SERVICE BASED ON EXCELLENT SERVICE IN INCREASING CUSTOMER SATISFACTION AT EVA PERMATA KONAWE UTARA RESTAURANT Rasna, Rasna; Razak, Abdul; Supriaddin, Nofal
Management Studies and Business Journal (PRODUCTIVITY) Vol. 1 No. 11 (2024): Management Studies and Business Journal (PRODUCTIVITY)
Publisher : Penelitian dan Pengembangan Ilmu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62207/jxqthg78

Abstract

Service quality is a crucial factor in increasing customer satisfaction, especially in the competitive restaurant industry. However, the challenge in maintaining service consistency, especially in the dimensions of reliability and responsiveness, is a problem that is often faced by restaurants, including Eva Permata Restaurant. This research fills the knowledge gap by exploring the implementation of service excellence based on the SERVQUAL dimension (reliability, assurance, tangibles, empathy, and responsiveness) to improve service quality. The qualitative descriptive methodology is used through in-depth interviews, observations, and document reviews with informants that include managers, employees, and regular customers. The results of the study show success in the dimensions of assurance, tangibles, and empathy, while the dimensions of reliability and responsiveness require improvement, especially in operational management during crowded conditions. This research makes a theoretical contribution to the SERVQUAL literature in the restaurant industry and offers practical solutions in the form of strengthening SOPs, competency-based training, and the use of technology. By strengthening areas that need attention, this research can be a strategic reference to improve customer satisfaction holistically in the restaurant sector.
Co-Authors Abd Rahman Abdillah Abdul Rahman Sakka Abdul Razak Aderus, Andi Fadhil Andi Adyanata Lubis Agus Sugiharto Ahmad Nur Budi Utama Alexius Ulan Bani Ali, Husain Aminuyati Anwar, Alfiansyah Ariffien, Afferdhy Arifin, Herjuno Ariwibowo Baso Pallawagau Dahlan Abdullah Deddy Junaedi Dwi Nurahman, Dwi Eka Setiawati Erwin Hafid, Erwin Fifto Nugroho Ghaniy, Rajib Hafiz, Asnal Hakim, Jamaludin Hammado, Nurussyariah hasnia, Hasnia Heri Fajri, Heri Hidayat, Novit Irjii Matdoan, Moh Rahmat Irjii Matdoan, Moh. Rahmat Ismail, Rima Ruktiari J, Fitria Jadiaman Parhusip, Jadiaman Jamaluddin Jamaluddin Jaya, Rahmat Judijanto, Loso Jufri, Moh Jusmawati Jusmawati, Jusmawati Kasim, Amrah Khusnul Syam, Muhammad KN, Nurwijayanti Kumala Dewi, Nurlaela La Ode Ismail Ahmad, La Ode Ismail Lamsir, Seno Marlina, Andi Matdoan, Irjii Matdoan, Moh. Rahmat Irjii Muhamad Taher Jufri Muhammad Ichsan Muhammad Riandi Widiyantoro Mutia, R. Dewi Nur Hidaya Nur Hidayat, M. Ali Nur, Muhammad Awal Pababbari, Musafir Prasiwiningrum, Elyandri Putu Doddy Heka Ardana Qurrotul Aini Rosiana Dewi, Ni Wayan Emmy Safii, M Sah, Andrian Sahlan M Saleh Salat, Junaidi Santioso, Lucy Lidiawati Sasmitha, Emdj Riesky Septilia, Tiara Indah Septyana Prasetianingrum Siti Nurhayati Sitti Asiqah Usman Ali, Sitti Asiqah Usman Suci, Purnama Suhaeb, M. Iqbal Sukri, Indah Fitriani Supriaddin, Nofal Suryadi, Dikky Tenriawaru, Andi Nurlaily Thalib, Abdullah Timotius, Elkana Tonggiroh, Mursalim Widiyantoro, Muh. Riandi Yuntina, Lily