Evaluasi kualitas layanan berdasarkan house of quality: studi kasus cafe di Bandung

Abstract

Service quality of the restaurant operations is a focus in this paper. Two Cafe Restau- rants were chosen, one as an research object - Cafe X, and other as its competitor - Cafe Y. Customer satisfaction is observed from the customer of Cafe X, and de- veloped a House of Quality from all this data. The result showed that all of quality aspects have high importance rate which is explained that all of quality aspect are importance for customer and has an impact to their satisfaction. The result also showed some customer gave a lower satisfaction performance for some quality as- pects that explained competitors had a better performance. The study provided some suggestions to increase satisfaction performance with quality service development.