IDENTIFICATION OF CUSTOMERS SATISFACTION AT SAMBAL HALILINTAR CIKARANG WITH THE SERVQUAL (SERVICE QUALITY) METHOD

Abstract

This restaurant was taken to be research because it was seen from the web which had a rating of 4.4 from 420 reviews, the rating indicated that many customers gave a rating below 3 stars. Some customers complaint about the taste of bland food, unfriendly service, quality vegetables are not fresh and much more. The study involved collecting data through surveys given to a sample of customers and employee. The purpose of this study is to identify customer expectations and perceptions of Sambal Halilintar service, then to compare customer perceptions with employees. Using the SERVQUAL method to determine the assessment of satisfaction customers and their gaps. The results of the study in the gap between expectation and perception customers, it is only tangible that has a positive value of 0.012, then the highest gap is responsiveness with a value of -0.278. The Customer Satisfaction Index (CSI) obtained in this study is 89.52% which indicates very satisfied. Although CSI shows a very satisfied percentage, in comparison perception of customers and employee there are 5 minus attributes, namely Rl1, Rv2, A2, E2 and E4. In conclusion, the analysis using the SERVQUAL method has identified areas where improvements must be made.