Service Quality Analysis at Dapoer Milaca restaurant in Bandung City
Keywords:
Service Quality, Importance Performance Analysis, 5W 1HAbstract
This study analyzes the service quality of Dapoer Milaca Restaurant in Bandung using a qualitative method supported by Importance Performance Analysis (IPA) and the 5W+1H approach. Data were collected through questionnaires and interviews with four consumer groups (students, housewives, female employees, and male employees). The IPA results indicate seven attributes (P1, P11, P13, P15, P19, P21, P23) that require priority improvement. The 5W+1H approach formulates strategies focusing on facilities, service speed, employee friendliness, and attention to customer needs. The findings emphasize the importance of continuous service quality improvement to enhance customer satisfaction.
References
Ahmad Zikri, MIH (2022). Analysis of the Quality of Goods Delivery Services on Consumer Satisfaction at PT Pos Indonesia Regional I Sumatra. Journal of Computer Science, Economics and Management (JIKEM), 1(1), 129–138.
Harahap. (2006). Television Journalism: Techniques for Hunting and Writing News. Jakarta: Indeks Grup Gramedia.
Kasinem, K. (2020). The Influence of Trust and Service Quality on Consumer Satisfaction at the Bukit Serelo Hotel, Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Khaled Suleiman, D. (2024). Strategic Planning to Improve Educational Performance in National Institutes Schools in Egypt in the Light of the Approach of (Importance Analysis – Performance) Importance-Performance Analysis (IPA). In (Vol. 90, Issue .3). https://doi.org/10.21608/mkmgt.2024.311466.1796
Salsabila, YV, & Maddinsyah, A. (2024). The Influence of Promotion and Service Quality on Consumer Decisions in Purchasing Mitsubishi Xpander Cars at PT. Srikandi Diamond Motors Pondok Cabe. JEAC: Journal of Economic Academic, 01(2), 53–62.
Takwim, R.I., Asmala, T., & Johan, A. (2022). The effect of service quality and store atmosphere on customer loyalty. Fair Value: Scientific Journal of Accounting and Finance, 4(12), 5617–5622. https://doi.org/10.32670/fairvalue.v4i12.2093.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Siti Nurhalimah, Ali Maddinsyah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
