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? - Digital Collection of Petra Christian University

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.

Category
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)

Rights
Undergraduate Thesis No. 33010057/MAN/2009; Fabianto Yonathan (33404106), Hadi Nugraha Kencono (33404144)
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