STUDI DESKRIPTIF KUALITAS LAYANAN SAS CAFE N RESTO YANG DI UKUR MELALUI CUSTOMER PERCEPTION DAN CUSTOMER EXPECTATION - Sienny Megawati (Perpustakaan Universitas Surabaya, 2017)
ABSTRACT This study aims to identify and analyze Service Quality is measured through Customer Perception and Customer Expectation in SAS Cafe n Resto. This research was conducted at Visitors restaurant that visit in the last 6 months and have at least high school education. Data processing was performed using SPSS windows 16.00. The sampling technique used was non-probability sampling with the type of convinience sampling. Data obtained directly from respondents who meet the characteristics specified population by distributing questionnaires. The samples used in this study was 100 respondents. The results of this study showed a differences in gap between customer perception and customer expectation service quality in SAS Cafe n Resto Keywords: Service, Service Quality, Customer Perception, Customer Expectations, Customer Satisfaction, Restaurant Industry. INTISARI Penelitian ini bertujuan untuk mengetahui dan menganalisis Kualitas Layanan yang diukur melalui Customer Perception dan Customer Expectation di SAS Café n Resto. Penelitian ini dilakukan pada pengunjung restoran yang berkunjung dalam 6 bulan terakhir dan memiliki pendidikan minimal SMA. Pengolahan data dilakukan dengan menggunakan windows SPSS 16.00. Teknik pengambilan sampel yang digunakan adalah non probability sampling dengan jenis convinience sampling. Data diperoleh secara langsung dari responden yang memenuhi karakteristik populasi yang ditentukan dengan menyebarkan kuesioner. Jumlah sampel yang digunakan dalam penelitian ini adalah 100 responden. Hasil penelitian ini menunjukkan adanya perbedaan gap antara customer perception dan customer expectation Kualitas Layanan di SAS Cafe n Resto. Kata kunci: Service, Service Quality, Customer Perception, Customer Expectation, Customer Satisfaction, Restaurant Industry.