SERVICE IMPROVEMENT ON FOOD START-UP (CASE STUDY: EATEVER)

• Main Author: Rizki Arfina, Sayidia
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/33040
• Institution: Institut Teknologi Bandung

There has been an increasing trend of food delivery in Indonesia particularly for the busy lifestyle of urban Indonesia consumer. Startup food delivery service is becoming mass in Indonesiaspecifically in Jakarta.McKinsey estimates in the future, more than half people across the world will order food through online delivery service. Eatever as one of the new player in online catering business provide lunch for working people couldorder a monthly, weekly, or daily of lunch via website which later the food will be delivered during lunch break to consumer’s workplace. In its journey,Eatever experience a declining trend of profit in 2018 due to high cost and the customer retention rate that has been decreasing since January. There were several complaints addressed to managementregarding product service. However, these complaints were not yet recordedinto numbers so that hard to judge the most concern on complaints. In order to get a better understanding ofcustomers, this study will observe the level of customer satisfaction by capturing the perceived service quality which viewed as the gap between expectation and perception of customers using servqual suggested by Parasuraman. The feedback of 30 respondents who are existing customers then analyzes using paired T-Test to measure the gap between expectation and perception. The result of testsindicates there has been a significant difference gap,particularlyin tangible, reliability and empathy dimensions. Those dimensions then put into the quadrant thatshows the high gap and high expectation which will be prioritized to become a primary recommendation. Two of top five ranksare related to the website. There are various issues on the website that need to be simplified especially for the existing customers. The proposed solutions are hoping to cut the current process in the websites from 15 into nine steps with 7 minutes,6 pages and only with one application to order the food in Eatever.The improvement will be implemented since October and will always evaluate the current product service and develop another improvement to ensure customer satisfaction.