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.
