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Library's collection Library's IT development CancelThe purpose of this research is to examine and describe customers?
perception of service quality in Bouvigne Paradijs Restaurant in order to improve
customer satisfaction. This research investigates how to improve service quality
through SERVQUAL questionnaires.
The mission of Bouvigne Paradijs Restaurant is concerned on customer
satisfaction that has a strong link with customer retention and profitability.
Moreover, through this research management can collect the data to improve their
service quality that makes a strong contribution to customer satisfaction.
The review of literature discusses what service quality and customer
perception mean, and the importance of customer satisfaction in hospitality
industry. In addition, improvement of service quality increased customer
satisfaction that will bring a lot of benefit to the organization.
The questionnaire focuses on five dimensions which are tangible,
reliability, responsiveness, assurance, and empathy according to SERVQUAL
scale of Berry, Parasuraman and Zeithaml (1990).
The finding indicates how the customer perception of service quality in
Bouvigne Paradijs Restaurant is, whether they have already been satisfied or not.
It also encourages management in determining how they can improve their
customer satisfaction through developing service quality dimensions.
Satisfied guests tend to be return customers. Developing service quality
may impact to that satisfaction. Bouvigne Paradijs Restaurant should maintain
service quality dimensions that have met customer expectation and improve some
dimensions to increase customer satisfaction.