Kajian Kualitas Pelayanan di Hopa Place Restoran Bogor
DOI:
https://doi.org/10.55606/jimak.v5i3.8032Keywords:
Assurance, Hopa Place Restaurant Bogor, Responsiveness, Service Quality, SERVQUALAbstract
This study aims to examine the service quality at Hopa Place Restaurant Bogor using the SERVQUAL (TERRA) dimensions, namely Tangible, Empathy, Reliability, Responsiveness, and Assurance. The research employed a quantitative descriptive method with data collected through questionnaires distributed to 55 customers of Hopa Place Restaurant Bogor. The collected data were analyzed using descriptive statistics, including mean, median, mode, standard deviation, and continuum line analysis. The results indicate that the service quality at Hopa Place Restaurant Bogor is categorized as good, while all dimensions also show positive results. Customers perceive that the restaurant staff are professional, responsive, and capable of providing satisfactory service, supported by clean and comfortable facilities. These findings indicate that the service quality provided has met customer expectations. Based on the results of this study, Hopa Place Restaurant Bogor is recommended to maintain its current service quality and improve service consistency and responsiveness in order to enhance customer satisfaction and customer loyalty.
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