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Reza Akbar
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INDONESIA
Ekodestinasi : Jurnal Ekonomi, Bisnis, dan Pariwisata
Published by CV Global Research Publication
ISSN : -     EISSN : 29864704     DOI : https://doi.org/10.59996
Core Subject : Economy,
Economics, Econometrics & Finance
Focus and scope of EKODESTINASI: Jurnal Ekonomi, Bisnis, dan Pariwisata is in the fields of microeconomics, macroeconomics, development economics, environmental economics, tourism, Islamic tourism, Islamic economics, Islamic development economics, Islamic macroeconomics, Islamic business, creative economy, business management, and business science.
Arjuna Subject : Ilmu Ekonomi, Ekonometrika dan Keuangan (semua kategori) - Ilmu Ekonomi, Ekonometrika dan Keuangan (Lain-Lain)
Articles 42 Documents
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Upaya Manajemen dalam Meningkatkan Kualitas Pelayanan Pramusaji di Café Del Mar Canggu Bali Suriani, Ni Komang; Wiantara, I Gusti Nyoman; Sulastri, Ida Ayu Putu
Ekodestinasi Vol. 4 No. 1 (2026): EKODESTINASI: Jurnal Ekonomi, Bisnis, dan Pariwisata
Publisher : CV Global Research Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59996/ekodestinasi.v4i1.1010

Abstract

This study examines the gap between expected and actual service quality and analyzes the role of management in improving waiter performance at Café del Mar Canggu Bali. This research addresses this gap by integrating the SERVQUAL framework with management functions to understand service quality as an outcome of organizational practices.This study employs a qualitative descriptive approach. Data were collected through observation, in-depth interviews, and documentation involving managers, supervisors, and waiters directly engaged in service operations. The data were analyzed to identify patterns of service inconsistency and managerial responses in addressing operational challenges.The findings reveal that service quality gaps primarily occur in responsiveness, reliability, and empathy dimensions, particularly during peak operational conditions. These issues are not solely caused by individual performance, but are also linked to coordination weaknesses, uneven competency distribution, and limitations in training implementation. Management responses include training programs, daily briefings, supervision, performance evaluation, and SOP enforcement, supported by operational adjustments such as staff addition during peak seasons and improved team communication. The study highlights that service quality consistency is strongly influenced by the integration of managerial systems and operational execution.This research contributes to hospitality management literature by extending SERVQUAL analysis through a managerial process perspective, positioning service quality as a systemic outcome rather than an individual performance issue.
Strategi Meningkatkan Kualitas Pelayanan Pramusaji: Studi di Restoran Mozzarella By The Sea The Bandha Hotel & Suites Legian Bali Pratiwi, Ni Made Anggita; Rusmiati, Ni Nyoman; Nainggolan, Pondang Polikarpus
Ekodestinasi Vol. 4 No. 1 (2026): EKODESTINASI: Jurnal Ekonomi, Bisnis, dan Pariwisata
Publisher : CV Global Research Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59996/ekodestinasi.v4i1.1011

Abstract

This study aims to examine management efforts to improve the quality of waitstaff service, identify the challenges faced, and analyze the solutions implemented at Mozzarella By The Sea Restaurant, The Bandha Hotel & Suites Legian, Bali. The study employs a qualitative descriptive approach, utilizing data collection techniques such as observation, interviews, and documentation. A total of six research informants were selected through purposive sampling, consisting of the Assistant Food and Beverage Manager and the Restaurant Manager as key informants, as well as waiters/waitresses and daily workers as supporting informants. The results of the study indicate that management has implemented various efforts to improve the quality of waitstaff service through daily and monthly briefings, product knowledge training, and the implementation of Standard Operating Procedures (SOPs) such as repeat orders. Additionally, management provides training on personal grooming to enhance the professionalism of the waitstaff. However, several challenges exist, such as low waitstaff awareness regarding attendance at briefings, limited retention of training materials, and individual skill disparities, which continue to result in service errors. To address these challenges, management has implemented personal evaluations, repeated training content during briefings, and work schedules tailored to waitstaff capabilities. These efforts are deemed sufficiently effective in improving service quality, although consistent implementation remains necessary.

Page 5 of 5 | Total Record : 42

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