PERSEPSI PELANGGAN TERHADAP KUALITAS DAN HARGA PRODUK RESTORAN STUDI KASUS PADA RESTORAN JANGGAR ULAM DI KAWASAN PARIWISATA UBUD, BALI.
Abstract views: 139 , PDF downloads: 219
The restauranteur need to improve their product or service quality and always develop their innovation to play tight competition in restaurant business. Restaurant managers are suppose to have a better understanding about service excellence model to attract, to maximize, and to achieve customer loyalty. Each restaurant manager has a specific consideration in prioritizing determinant factors to achieve customer satisfaction and customer loyalty. This research was undertaken at Janggar Ulam Restaurant, Ubud, Gianyar regency between May to August 2014. The objective of this reseach is to identify the determinant atributtes of restaurant’s service which influenced customer’s perception on quality and price. Customers in this research consist of four groups, such as: foreign tourists, domestic tourists, business travelers, and local or family segment. This research is qualitative approach research based on group interview focus and technique.Finally, the conclusion of this research shows customer’s perception on quality and price at Jangar Ulam restaurant were determined by: (1) food quality; (2) atmosphere and ambience; (3) service quality; (4) price; (5) location of restaurant; (6) parking; (7) social media and friend’s recommendation; and (8) facility offered (free internet/wifi access, children play area).
Andaleeb, S.,S. Conway,C. 2006. Customer Satisfaction in the Restaurant Indus-try: An examination of the transact-tion-specific model. Journal of Service Marketing. The Behrend College, Erie, Pennsylvania,USA.
Ball, S., Rowson, B., O’Toole, S. 2008. Consumer Perception of Organic, Ethical and Local Foods Served in Restaurant in The Sheffield Area. Centre for International Hospitality Management Research Sheffield Hallam University. United Kingdom. E:firstname.lastname@example.org
Cannarozzo-Tinoco, M. A., Ribeiro, L. D. (2012). Main Attributes of Quality and Price Perception for a la Carte Restaurants. Federal University of Rio Grande do Sul. Brazil. http:// article.sapub.org/10.5923.j.mm.20120202.02html.
Chen, Injazz J.; Gupta, Atul dan Rom, walter (1994), “A study of price and quality in service operations”, International Journal of Servive Industry Manage-ment, 5 (2), 23-33.
Cronin, J. J. dan Taylor, S.A. (1992), “Measuring Service Quality: a ree-xaminetion and extention”. Journal of Marketing, 56 (July) (3), 55-68.
Dogdubay, M. Avcikurt, C. 2008. Customer Loyalty in the Speciality Restaurants: An example from Istanbul. Balikesir University, Turkey. murat_dogdubay @yahoo.com
Faganel, A. (2010), “Quality Perception Gap Inside the Higher Education Institution”. International Journal of Academic Research, 2 (1), 213-215.
Fern, E. F. (1982), “The use of focus groups for idea generation: The effects of group size, acquaintanceship and moderator on response quantity and quality”. Journal of Marketing Research, 19, 1 – 13.
Gupta, S., McLaughlin, E., Gomez,M. 2007. Guest satisfaction and restaurant performance. (Analysis of restaurant management). Cornell Hotel & restaurant Administration Quarterly. Citted from http://www.entrepreneur. com/tradejournalsarticle/167388298. html
Gronroos, Cristian A. (2007), “Service Management and Marketing: Custo-mer management in Service Competi-tion, 3rd ed., England: John Wiley & Son.
Israeli, Aviad dan Barkan, Rachel (2004), “Developing a framework for re-wards in combined production/ service business: The case of tipping in the restaurant industry”, Interna-tional Journal of Service Industry management, 15 (5), 444-459.
Lee, L. E., Niode, O., Simonne, A. H., Bruhn, C. M. 2012. Consumer Perceptions on Food Safety in Asian and Mexican Restaurants. Center for Consumer Research, Department of Food Science and Technology, Univesity of California Davis. USA. www. elsevier.com/ locate/foodcont.
Ling, K.C., Chai, L. T. dan Piew, T. H. (2010),”The ‘Inside-out’ and ‘out-side-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation”. Management Science and Engineering, 4 (2), 01-26.
Liang, Xi; Zhang, Shuai (2009), “Investi-gation of customer satisfac-tion in student food service”. International Journal of Quality and Service Sciences, 1 (1), 113-124.
Namkung, Young and Jang, Soo Cheong (Shawn) (2007), “Does food quality really matter in restaurant? Its impact on customer satisfaction and behavioral intentions”. Journal of Hospitality & Tourism Research. 31 (3) August, 387-410.
Padula, Giovanna dan Busacca, Bruno (2005), “The asymmetric impact of price-attribut performance on overall price evaluation’, International Jour-nal of Service Industry Manage-ment, 16 (1), 28-54.
Parsa, H.G.; Self, J.T.; Njite, D. dan King. T. (2005), “Why restaurants fail”. Cornell Hotel and Restaurants Admi-nistration Quarterly, 46 (3), 304-323.
Utama, I Putu. 2009. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Niat Berperilaku Loyal Wisatawan Mancanegara Pada Hotel Bintang Lima Di Kabupaten Badung (Tesis). Program Pascasarjana, Program Ma-gister Manajemen, Universitas Uda-yana. Denpasar.
Wall, Eilen A. dan Berry, Leonard (2007), “the combined effect of physical environtment and employee behavior on customer perception of restaurant service quality”. Cornel Hotel and Restaurant Administration Quarterly. 48 (1), 59-69.
Zeithaml, Valarie A. dan Bitner, Mary Jo (2000), Service Marketing: integra-ting customer focus across the firm, 2nd ad, McGraw-Hill Education, 656 p.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)