THE FUNCTION OF BARTENDER AND SERVICE QUALITY IN IMPROVING CUSTOMER SATISFACTION IN OCHA & BELLA BAR

Abstract

The purpose of this study is to determine the role of bartender and restaurant service quality. The aims are to: assess customers’ expectations and perceptions, establish the significance of difference between perceived and expected service quality, find out the service quality in Ocha & Bella Restaurant, and to find out the role of a bartender in improving customer satisfaction in Ocha & Bella Restaurant. The research is using quantitative method with questionnaire as its tool to collect the data. The questionnaire is based on Stevens et al. (2005) and Andaleeb and Conway’s (2006) research. In order to meet survey goals, statistical analysis were conducted. The empirical results show that perception score is higher that expectation score. It means, the customer satisfaction in this restaurant is high. Furthermore, the results of this study would help management identify the strengths and weaknesses of service quality and implement an effective strategy to meet the customers’ expectations