ANALISIS KUALITAS PELAYANAN PADA RESTAURANT DAN COFFEE SHOP HOTEL PANGERAN PEKANBARU

Abstract

The purpose of this study was to determine the quality of service in the Restaurant and Coffee Shop Hotel Pangeran Pekanbaru and to determine the limiting factor in providing services in the Restaurant and Coffee Shop Hotel Pangeran Pekanbaru. As for the population in this study were the guests who visited the Restaurant and Coffee Shop Hotel Pangeran Pekanbaru. Due to lack of funds and personnel, the authors took a sample using random sampling method using a sample adequacy formula (Slovin) sampling technique is used to determine if the sample object to be studied too much or very wide data sources. To the authors take a representative sample pupulasi Restaurant and Coffee Shop at Hotel Pangeran Pekanbaru with a sample of 100 people. Data analysis using descriptive analysis. The results are from the customer side, choose Restaurant and Coffee Shop at Hotel Pangeran Pekanbaru in particular is determined by various factors, especially empathy, which is related to the attitude of officers Restaurant and Coffee Shop in providing guest service needs, concerns a complaint against the officer, communications officer waitress by guest Restaurant and Coffee Shop and personalized attention by officers waitress. Later followed by other factors, namely responsiveness, assurance, tangible, and reliability. Limiting factor in providing services to guests Restaurant and Coffee Shop Hotel Pangeran Pekanbaru is the factor of lack of communication between officers with a Restaurant and Coffee Shop, facilities and infrastructure are inadequate attitudes and behaviors as well as guests to the official Restaurant and Coffee Sop itself is less fun.