What is the customer's perspective about the dine-in service in Hu's Garden Restaurant compared with the intended strategy about service from the owner himself?

Kencono, Hadi Nugraha and Yonathan, Fabianto (2009) What is the customer's perspective about the dine-in service in Hu's Garden Restaurant compared with the intended strategy about service from the owner himself? Bachelor thesis, Petra Christian University.

Abstract

The objectives of this thesis in partial fulfillment of the requirements of the degree of Bachelor of Business Administration International Hospitality Management, is to evaluate the customers' perspectives about the dine-in service in Hu's Garden Restaurant. In this thesis, special consideration has been given to find out the strengths and the weaknesses of the restaurant services. The point of the departure was the idea to evaluate the customer loyalty based on their perspectives. On the basis of the input data process, questionnaires that have been made and spread to the respondents were analyzed based on the service dimension with the SERVQUAL method. The results were compared with the intended strategy from the owner himself, such as the Standard Operational Procedures of the restaurant and the interview with him. In carrying out these analyses and comparisons, the customer?s perspective about the dine-in service in Hu's Garden Restaurant to measure customer loyalty was determined.

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