Analisis Persepsi Tamu Terhadap Kinerja Pramusaji Restoran Ebony Menggunakan Servqual - Asmidana, Samuel Hagi; Sinaga, Firman; Suarmana, I Wayan Restu (Jurnal Ilmiah Pariwisata dan Bisnis, 2025)
Penelitian ini dilakukan karena hasil pra-riset yang telah dilakukan oleh penulis diantaranya 9 dari 10 tamu puas dengan bukti fisik waiter, 7 dari 10 tamu puas dengan kehandalan waiter, 7 dari 10 tamu puas dengan daya tangkap waiter, 8 dari 10 tamu puas dengan jaminan waiter, 8 dari 10 tamu puas dengan empati waiter. Tujuan penelitian ini adalah untuk mengetahui analisis kepuasan tamu terhadap kinerja waiter di Restoran Ebony Hotel Mercure Pontianak. Masalah dalam penelitian ini adalah bagaimana mengukur analisis kepuasan tamu di Restoran Ebony Hotel Mercure Pontianak menggunakan Metode Servqual, (IPA) dan (PGCV). Waktu penelitian Februari - Maret 2023. Metode pengumpulan data dalam penelitian ini menggunakan kuesioner dan accidental sampling. Populasi dalam penelitian ini adalah tamu yang berkunjung ke restoran dari bulan Februari sampai Maret 2023 dan sample sebanyak 50 responden tamu yang datang ke restoran. Data dianalisis dengan menggunakan metode service quality (ServQual). Importance-Performance Analysis (IPA), PGCV (Potential Gain Customer Value). Dari hasil penelitian diketahui Tingkat Kesesuaian Indeks (TKI) persepsi tamu terhadap kinerja waiter di Restoran Ebony Hotel Mercure Pontianak dari 50 responden yang diteliti sebesar 97,75%. Berdasarkan Servqual Gap positive terdapat 3 indikator dan 12 indikator pada gap negative. Berdasarkan analisis (IPA) di dalam kuadran A (Prioritas Utama) terdapat 3 indikator, kuadran B (Pertahankan Prestasi) terdapat 3 indikator, kuadran C (Prioritas Rendah) terdapat 5 indikator dan kuadran D (Berlebihan) terdapat 4 indikator. Dimensi jaminan yang menjadi prioritas utama terdapat 2 indikator. daya tanggap terdapat 1 indikator, bukti fisik perlu dipertahankan pelaksanaannya terdapat 1 indikator, kehandalan dinilai kurang penting oleh pelanggan, sedangkan empati dianggap berlebihan pelaksanaannya terdapat 1 indikator. This research was conducted because the results of the pre-research conducted by the author included 9 out of 10 guests satisfied with the waiter's physical evidence, 7 out of 10 guests were satisfied with the reliability of the waiter, 7 out of 10 guests were satisfied with the waiter's grasping power, 8 out of 10 guests were satisfied with the guarantee waiter, 8 out of 10 guests are satisfied with waiter empathy. The purpose of this study was to determine the analysis of guest satisfaction on the performance of waiters at the Ebony Hotel Mercure Pontianak Restaurant. The problem in this study is how to measure the analysis of guest satisfaction at the Ebony Hotel Mercure Pontianak Restaurant using the Servqual Method, (IPA) and (PGCV). Time for research February - March 2023. The data collection method in this study used a questionnaire and accidental sampling. The population in this study were guests who visited the restaurant from February to March 2023 and a sample of 50 guest respondents who came to the restaurant. Data were analyzed using the service quality method (ServQual). Importance - Performance Analysis (IPA), PGCV (Potential Gain Customer Value). From the results of the study it was found that the Conformity Index Level (TKI) of guest perceptions of the waiter's performance at the Ebony Hotel Mercure Pontianak Restaurant from the 50 respondents studied was 97.75%. Based on the Servqual Gap positive there are 3 indicators and 12 indicators on the negative gap. Based on the analysis (IPA) in quadrant A (Top Priority) there are 3 indicators, quadrant B (Maintain Achievement) there are 3 indicators, quadrant C (Low Priority) there are 5 indicators and quadrant D (Excessive) there are 4 indicators. There are 2 indicators for guarantee dimensions that are the top priority. responsiveness has 1 indicator, physical evidence needs to be maintained, there is 1 indicator, reliability is considered less important by the customer, while empathy is considered excessive, the implementation has 1 indicator.