Peningkatan Kualitas Pelayanan Dengan Metode Servqual dan Model Kano Pada SMart Garden Cafe

Jessycha, Jessycha (2022) Peningkatan Kualitas Pelayanan Dengan Metode Servqual dan Model Kano Pada SMart Garden Cafe. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

Smart Garden Café is a cafe engaged in the culinary field with a variety of food and beverage variants. This cafe is located on Jl. Yos Sudarso, Jawa Kanan Ss, Kec. Lubuk Linggau Team. II, Lubuk Linggau City, South Sumatra 31621. Problems with this cafe are complaints about the inconsistent and good quality of food and beverages by 26.6% from 30 customers and a decrease in turnover in the 4th week of March by 8.5%. To overcome this, research on service quality was carried out by measuring servqual and canoe which refers to the 5 dimensions of service. Based on the existing problems, gap score calculations and attribute categorization were carried out using the SERVQUAL and Kano methods and obtained 9 strategies, namely conducting briefings every afternoon, making work pattern forms, service excellent training, adding glass, evaluating food and drinks, evaluating menu memorization, then implementing to improve service quality and cafe turnover. After implementing the improvements, there was a decrease in the gap score from -0.72 to 0.24 and an increase in turnover in the 4th week of July by 10.35%.

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