Strategi Pengelolaan Restoran Casa Eatery dalam Meningkatkan Kualitas Pelayanan

Abstract

Restaurants are one of the service providers in the tourism industry that provide food and beverage services. The quality of restaurant service can enhance competitiveness and influence tourists' decisions to return, thereby supporting sustainable tourism. One restaurant that strives to support tourism in the Renon area is Casa Eatery. This study discusses three issues, namely the products of Casa Eatery restaurant, consumer perceptions of Casa Eatery restaurant management, and strategies for managing Casa Eatery restaurant in improving service quality. The theory in this research consists of the 4P marketing mix theory, the servqual gap model theory, and tourism management theory. This research uses a mixed quantitative and qualitative method (mix method). The quantitative method is used to analyze consumer perceptions through questionnaires to 100 respondents, while the qualitative method is used to explain the types of products and the management strategies of Casa Eatery restaurant. The research results show that the products at Casa Eatery restaurant are very diverse, ranging from Western, Asian, and signature menu food and beverages. The dimensions studied include tangibles, reliability, responsiveness, empathy, and assurance. Among the five dimensions, the dimensions of responsiveness and empathy have the largest gap. Therefore, management strategies for Casa Eatery restaurant have been formulated through SWOT analysis to improve service quality.