Abstract:
The current restaurant service industry continues to grow, especially in the city of Bogor as
evidenced by the average level of industrial development is at 11.71% per year, in addition to
a positive impact on local revenue it makes competition between service providers are
becoming increasingly stringent. Restaurant service providers must have a variety of
strategies to attract the customers, one way can be done by improving the quality of service to
gain customer satisfaction. One restaurant that is currently experiencing a decline in the
munber of consumers in the middle of the restaurant industry is the development of Pondok
Bambu Tirza 3 restaurant with a decrease in revenue from the year 2008-2012. The purpose
of this study was to determine how the quality of service and customer satisfaction in
Restaurant Pondok Bambu Tirzah 3 Bogor so the restaurant can determine the appropriate
strategy to increase the number of customers. This research uses descriptive qualitative and
quantitative methods, in which the author will try to make an assessment of the results of the
questioimaire obtained by looking indication of the respondent's answers. The questions in
the questionnaire are 5 service quality dimensions that affect customer satisfaction, namely:
tangibles, reliability, responsiveness, assurance, and empathy. Consumer satisfaction is
obtained by comparing the performance and expectations of the service quality dimensions.
Research using Cartesian diagram to know how big the service quality attributes that affect
customer satisfaction is occupying the first quadrant (top priority), quadrant n (keep
achievement), quadrant Ill.(lower.priority), and quadrant IV (redundant). The result.showed
that the factor of ease of reaching the location, suitability of facilities that received the offer,
timeliness of service, and control products offered occupy the first quadrant (top priority).
These attributes must be addressed because it is considered the most influential for
consumers because it is important for consumers .but its implementation has not been
satisfactory. Parties Pondok Bambu Tirza 3 restaurants can make improvements to these
attributes by opening new branches, adding other facilities, as well as provide training to its
employees
