SKRIPSI Jurusan Tata Busana - Fakultas Teknik UM, 2012

Ukuran Huruf:  Kecil  Sedang  Besar

Persepsi Konsumen Terhadap Dimensi Kualitas Pelayanan Ocean Garden Restaurant Malang

Ahmad Faisal

Abstrak


ABSTRAK

 

Faisal, Ahmad. 2012. Persepsi Konsumen Terhadap Dimensi Kualitas Pelayanan Ocean Garden Restaurant Malang. Skripsi, Jurusan Teknologi Industri, Fakultas Teknik, Universitas Negeri Malang. Pembimbing: (1) Dra. Rina Rifqie Mariana, M.P (2) Dra. Titi Mutiara Kiranawati, M.P.

 

Kata kunci: Konsumen, Kualitas Pelayanan, Ocean Garden Restaurant Malang.

Banyaknya usaha dibidang restoran menyebabkan persaingan bisnis yang semakin kompetitif. Hal tersebut berdampak kepada konsumen yang beraneka ragam dan kemudian menuntut setiap usaha untuk selalu unggul, upaya yang dapat dilakukan oleh pihak restoran salah satunya dengan memberikan pelayanan yang berkualitas agar dapat menarik minat beli konsumen.

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan yang diberikan kepada konsumen oleh  Ocean Garden Restaurant Malang dengan sub variabel (1) bukti langsung, (2) kehandalan, (3) daya tanggap, (4) jaminan dan (5) empati. Penentuan sampel penelitian menggunakan teknik accidental, sedangkan jumlahnya sebanyak 100 responden ditentukan dengan menggunakan rumus Slovin. Instrumen penelitian berupa angket yang berisi pilihan jawaban yang telah disediakan (terbuka dan tertutup) dengan menggunakan skala nominal. Teknik analisis data dilakukan dengan analisis data deskriptif.

Persepsi konsumen terhadap dimensi kualitas pelayanan di Ocean Garden Restaurant diketahui sebagai berikut; (1) bukti langsung kualitas pelayanan dinyatakan baik berdasarkan penilaian rata-rata responden sebesar  76%, (2) kehandalan (51%) kategori cukup baik, (3) daya tanggap (93%) kategori sangat baik , (4) jaminan (88%) kategori sangat baik dan (5) empati (95%) kategori sangat baik.

Tanggapan konsumen terhadap bukti langsung yang diberikan oleh Ocean Garden Restaurant Malang adalah baik, kehandalan yang cukup baik dan daya tanggap, jaminan serta empati yang sangat baik, adapaun saran yang dapat disampaikan dari penelitian ini adalah: (1) referensi serta data bagi Ocean Garden Restaurant Malang agar dapat memperbaiki serta meningkatkan sarana dan prasarana yang menjadi indikator kualitas pelayanan, khususnya fasilitas fisik serta kehandalan. (2)  referensi dan rujukan bagi peneliti selanjutnya yang melakukan penelitian serupa berkaitan tentang kualitas pelayanan, baik di Ocean Garden Restaurant Malang ataupun direstoran berbeda dengan variabel serta teknik penelitian yang serupa ataupun berbeda.

 

ABSTRACT

 

Faisal, Ahmad. 2011. Consumers’ Perception of Quality Service’s Dimensions in Ocean Garden Restaurant Malang. Thesis Industrial Technology, Faculty of Technique, State University of Malang. Advisors: (1) Dra. Rina Rifqie Mariana, M.P (2) Dra. Titi Mutiara Kiranawati, M.P.

 

Key word: Consumers’ Perception, Service Quality, Ocean Garden Restaurant Malang

High number of restaurant in a current time makes some effects on food and beverages business growth especially about the costumer’s behavior, they wish get an interesting product to full fill their needed. Among the increasing number of this, every company should have a strategy on how to offer theirs and become different. One of the important aspects of the restaurant strategy is giving a quality of services in other to attract the costumer buying decision.

The main aim of this research is going to understand the quality service which is given by the Ocean Garden Restaurant to their customers in Malang with some sub variables: (1) intangible, (2) reliability, (3) responsiveness, (4) assurance, and (5) empathy. The sample taken by accidental technique, while the number is 100 responders, it was taken by slovin method. The instrument is open and close questioner style, where the responders were answered some questions, it also measured by nominal scale. The data analysis used the descriptive method.

Due to the result of this research there are five conclusions which were describing service quality. First, intangible is in good category based on the average of 76% responders. Second, reliability categorized as enough, with 51% responders. Third, responsiveness categorized as very good because the number of average reaches 93%. Fourth the perception of customers about the assurance categorized as very good it known from the 88% responders. Fifth the empathy is 95% of them said very well.

According to the result of research known that all five of variables used to measured the condition of service quality of Ocean Garden Restaurant Malang categorized as good, it proved by the average of costumers’ answer from the questionnaire which was spread out. Some suggestion such as: (1) There for the data which was described here could be guidance and prove for the restaurant when they want to become better, (2) it also useful for the next researcher to continues it with same variables and place, but the other method of research or they want.