ANALISIS KUALITAS PELAYANAN DI HOKBEN KITCHEN CIOMAS

Abstract

This study aims to analyze the implementation of service quality at HokBen Kitchen Ciomas based on the five service quality dimensions proposed by Parasuraman, Zeithaml, and Berry: tangibles, reliability, responsiveness, assurance, and empathy. The background of this research stems from several customer complaints related to slow service, lack of employee friendliness, and inadequate dining comfort, all of which potentially affect customer satisfaction and loyalty. A qualitative approach was employed, using data collection techniques such as participatory observation, semi-structured interviews, and documentation. Informants in this study included cashiers, cooks, and supervisors at HokBen Kitchen Ciomas. The findings reveal several challenges in service delivery, including workforce shortages, limited operational support facilities, and suboptimal staff coordination. Despite these issues, the management has made efforts to maintain service quality standards through employee training and the utilization of technology in operations.