PENGUKURAN KINERJA LAYANAN RM PADANG ANDALAS KLATEN BERBASIS MODEL SERVQUAL

Abstract

This research aims to measure customer service satisfaction at restaurant of Padang
Andalas on Jl KH Dewantara Klaten by testing the gap between service quality
expectations and customer perceptions of the quality of service provided by the
management of Padang restaurant. The model test includes quantitative testing of a
sample of 100 Padang restaurant customers. The sampling technique was carried out
using purposive sampling during 2 months of field activities. Quantitative tests carried
out in the research include testing the validity and reliability of questionnaire items as
well as quantitative tests confirming the Servqual model. The research results show that
all dimensions in the Servqual test including physical evidence, responsiveness,
reliability, assurance and empathy all still have a negative gap value with an average
value of - 57.27 points. This result means that the five dimensions have not satisfied
customers. The physical evidence dimension of the quantitative test has the largest gap
value of – 75.50 points. Restaurant of Padang Andalas must prioritize improvements to
improve service quality in the largest negative value dimension followed by improvements
in the next negative order to increase consumer satisfaction. All of this leads to
increasing the management competitiveness of micro businesses management of regional
specialty restaurant services in the Klaten area.