Improving Service Quality Through Servicescape at Basil and Thyme Restaurant Royal Tulip Springhill Resort Jimbaran

Suthriani, Ni Kadek Ayu and Suarja, I Ketut and Astawa, I Ketut (2022) Improving Service Quality Through Servicescape at Basil and Thyme Restaurant Royal Tulip Springhill Resort Jimbaran. Repositori Politeknik Negeri Bali.

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Abstract

This study aims to determine the application of servicescape and find out the level of customer satisfaction about the attributes of the services that have been provided by Basil and Thyme Restaurant Royal Tulip Springhill Resort Jimbaran. The data collection method of this study was carried out by observation, interviews, dissemination of questionnaires, and documentation. The sample determination technique in this study used a purposive sampling technique of 110 respondents and 4 informants. The results of the questionnaire data were processed by conducting validity and reliability tests using the SPSS 25 program. The data analysis tech-nique uses qualitative descriptive analysis to determine the application of servicescape in improving service quality in restaurants and quantitative analysis, namely importance performance analysis is used to group indicators of customer satisfaction levels about the attributes of service that have been provided by Basil and Thyme Restaurant Royal Tuli Springhill Resort Jimbaran. The results showed that the application of green servicescape has been implemented optimally and still needs to be improved. The results of the importance performance analysis show that there are 11 indicators of customer satisfaction levels about the attributes of services that have been provided and the quality of services that have met customer expectations, namely the indicator of nameplate suit-ability at Basil and Thyme Restaurant is very easy for guests (X3.1), employees are able to know about the menus sold (X3.3), em-ployees know the promos at Basil and Thyme Restaurant (X3.4), employees are friendly to everyone including guests in the restau-rant (X3.5), employees are able to respond to guest complaints and wishes (X4.1), employees in handling guest needs swiftly (X4.2), employee attention in understanding guests' wishes is very adequate (X5.1), employees understand the level of guest needs (X5.2), the smell of the environment at Basil and Thyme Restaurant is fresh (X1.2), the cleanliness of the restaurant can make guests feel comfortable (X1.3), employees in delivering orders to guests are meticulous (X2.4).

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