YULI QURNIAWATY, YULI (2015) ANALISIS KUALITAS PELAYANAN PRAMUSAJI PADA RESTORAN D’COST SEAFOOD PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Text (COVER)
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III GAMBARAN UMUM PERUSAHAAN)
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Text (BAB IV HASIL DAN PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Abstract
The purpose of this final report is to determine the quality of service on D'Cost Seafood Palembang Restaurants. It is wanted to know about the quality of service waiter at the D'Cost Seafood Palembang restaurant and waitress service quality dimensions which are the most dominant in D'Cost Seafood Palembang Restaurants. Data obtained from questionnaires given to customers and processed using a percentage system and analyzed using Cartesian diagram. There are five dimensions of service quality that is tangible, reliability, responsiveness, assurance and empathy. Results of this research will be obtained from 60 respondents. The results show that the performance given by the D'Cost Seafood Palembang Restaurants already good but customer expectations D'Cost Seafood Palembang Restaurants greater than the performance provided by this company. Tangible dimension to the value of 91.64% suitability, reliability dimension to the value of the suitability of 82.29%, the dimensions of responsiveness with the value of the suitability of 84.07%, dimensional conformity assurance to the value of 86.93%, and the dimensions of empathy with the value of conformity amounting to 84.81%. By looking at the diagram Cartesian, suitability index value of 86.68%, which means it's good. And the dimensions of service quality the most dominant waitress achieved by tangible dimension. It is hoped that the performance of existing in D'Cost Seafood Palembang Restaurants is good to be preserved, but much better further enhance the performance of its services as customer expectations are higher than reality given by D'Cost Seafood Palembang Restaurants.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Service Quality |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 13 Jan 2016 07:48 |
| Last Modified: | 13 Jan 2016 07:51 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2403 |
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