ANALYSIS AND PROPOSED SERVICE QUALITY IMPROVEMENT OF DIETPLUS BANDUNG

Rony Oki Girsang, Yuliani Dwi Lestari

Abstract

The trend of healthy lifestyle in Indonesia is increasing significantly. The fact certainly opens opportunities for Dietplus to offer facilities, services, and foods to support the healthy lifestyle for the community, especially in Bandung. The objectives of this research are to investigate the quality of services and find out the priority aspects for the improvement process of Dietplus. Another objectives of this research is to identify service quality preference based on customers demography (i.e gender, age, occupation). To achieve these objectives, this research uses the SERVQUAL method compiled by Parasuraman et al. From the findings on this research, almost all gap of dimension and attribute have a positive score. This condition shows if Dietplus still failed to meet its customer expectation, except T1, one of the attributes on the tangible dimension. This research also provide several priority recommendations for Dietplus to improve their service quality in according to the customer’s gap and customer’s expectation. The priority dimension for improvement are reliability, responsiveness, and empathy which consists of R4, R5, R6, RS7, RS8, RS9, E12 dan E13
Keywords : Healthy catering , service quality, improvement, SERVQUAL

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