Service quality analysis utilizing service quality model at family restaurant in Jakarta. Case study: Red Bean Restaurant
A successful restaurant always implements good service quality to reach greater customer satisfaction. This thesis measure the service quality of Red Bean restaurant in Central Park Mall by utilizing 5 Dimension of Service quality and the gaps analysis between customer expectation and customer perception rnThis research uses descriptive, qualitative researches and quantitative research. The quantitative data is obtained from the questionnaire feedback processed using SPSS software and Microsoft Excel and qualitative data is obtained from in-depth interview with Red Bean restaurant management. rnThe resulted of this research has proved that Red Bean restaurant Central Park has 2 dimension of service quality in relative strength 1 area, 1 dimension in area improvement 2, 2 dimensions in minor annoyances. It also proved the average of customer perception is lower than the average of customer expectation.
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