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Ronald Sukwadi
Universitas Katolik Indonesia Atma Jaya
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Mechanical Engineering Medicine & Pharmacology Social Sciences Transportation Other

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Journal : SPEKTRUM INDUSTRI

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PENERAPAN MODEL IS-DEMATEL DALAM ANALISIS KUALITAS LAYANAN RESTORAN SOLARIA DI JAKARTA TIMUR Ronald Sukwadi
Spektrum Industri Vol. 17 No. 1: April 2019
Publisher : Universitas Ahmad Dahlan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/si.v17i1.10192

Abstract

The restaurant business has grown rapidly over time. To be able to compete with other restaurants, restaurant management must improve service quality so that customers can satisfied and loyal. This study aims to measure customer satisfaction toward the services quality of Solaria restaurant by using the integration model of the Importance-Satisfaction Model (IS) and Laboratory Decision Making and Evaluation Laboratory (DEMATEL). The IS model is used to classify service quality attributes that must be prioritized for improvement, while DEMATEL is used to understand the relationships between attributes that must be improved. The IS  diagram shows that there are 3 attributes in the first quadrant, 4 attributes in the second quadrant, 8 attributes in the third quadrant, and 3 attributes in the fourth quadrant. The service attributes are then further analyzed in the DEMATEL model. From the results of the IS-DEMATEL model, it is obtained the priority sequence that needs to be improved by the restaurant. The main priority for repairs is a clean dining room, while the last priority is an interesting food menu.
Co-Authors Arum Park Budi Kartadinata Ching-Chow Yang Dan Daniel Pandapotan Ervinawati Kusuma Gilang Argya Dyaksa Hadi Fitriansyah Kristian Ismartaya Maria Magdalena Wahyuni Inderawati Nadya Juliana Bano Po-Tsang B. Huang Wibawa Prasetya Wijayanti, Linda Wilona Angelina Azels Yosua Kusuma Negara