CUSTOMER SATISFACTIONS RESEARCH BY EXAMINING THE IMPORTANCE OF SERVICES AND PERFORMANCE AT TUK-TUK THAI KITCHEN RESTAURANT

• Main Author: Septianto (NIM 291 05 135), Rully
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5946
• Institution: Institut Teknologi Bandung

Abstract : <br /> <br /> <br /> <br /> <br /> Tuk-Tuk Thai Kitchen is a restaurant that provides traditional Thailand food and its located in Pasaraya shopping centers food court. In facing the business competition in food court area, the management intended to attract new customers and to maintain the existing customers satisfaction. One of the effort in facing the competition, Tuk-Tuk Thai Kitchen need to know about customers satisfaction by examining the importance of service and its performance. Therefore Tuk-Tuk Thai Kitchen can decide which services should be improved in order to reach customer satisfaction. <br /> <br /> <br /> <br /> <br /> This research is using Service Quality (SERVQUAL) theory by Zeithaml to determine the attribute by examining the importance of services and performance. The importance performance matrix is used to analyze the result, to distinguish which attribute that the restaurant should be fix and which that should be maintain. <br /> <br /> <br /> <br /> <br /> The result of this research gives the illustration that the quality of food, surrounding interior and services to customers are needed to be improved, besides that the service quality, price and employee quality need to be maintained its performance.