HARAPAN DAN PERSEPSI PENGUNJUNG TERHADAP MEAL EXPERIENCE DI RESTORAN THE CONSULATE SURABAYA

Felicia Martono, Robert Anggoro Budiman

Abstract


ABSTRAK

Penelitian ini dilakukan untuk menganalisa harapan dan persepsi konsumen terhadap meal experience dilihat dari The Five Aspects Meal Model (FAMM) di restoran The Consulate Surabaya. Serta melihat gap antara harapan dan persepsi konsumen terhadap meal experience di restoran The Consulate Surabaya. Teknik analisa yang digunakan adalah deskriptif kuantitatif. Hasil penelitian menunjukkan adanya gap yang negatif antara harapan dan persepsi konsumen restoran The Consulate Surabaya, yang berarti harapan konsumen lebih tinggi dari persepsi konsumen restoran The Consulate Surabaya dilihat dari The Five Aspects Meal Model (FAMM).

 

ABSTRACT

This study was conducted to analyze the expectations and perceptions of consumers towards meal experience views of The Five Aspects Meal Model (FAMM) at the Consulate restaurant Surabaya. As well as seeing the gap between the expectations and perceptions of consumers towards meal experience in The Consulate restaurant Surabaya. The analysis technique used is quantitative descriptive. The results showed the gap between the expectations and perception of consumers of The Consulate restaurant Surabaya. Overall the results obtained there are negative gap between the expectations and perceptions of consumers The Consulate restaurant Surabaya in the Five Aspects Meal Model (FAMM).

Keywords


Meal Experience, The Five Aspects Meal Model (FAMM), Harapan, Persepsi, Gap.

Full Text:

PDF

References


Almsalam, S. (2014). The effects of customer expectation and perceived service quality on customer satisfaction. International Journal of Business and Management Invention Volume 3 Issue 8, 79-84.

Bill, C., Mo, J., & Stjepandic, J. (2011). 20th ISPE international conference on concurrent engineering. Amsterdam: Publisher IOS Press

Gustafsson, I-B., Ostrom, A., Johansson, J., & Mossberg, L. (2006). The five aspects meal model. Journal of Food service, 84-93.

Hanefors, M., & Lena M. (2003). Searching for the extraordinary meal experience. Journal of Business and Management Vol. 9 No. 3.

Hinrich, A., Idzeliene, R., & Slodnik, M. (2009). Achieving excellence through restaurant management: case study of fine dining restaurants in the countryside of skåne. Lund University.

Ibrahim, B.Z. Personal communication. 21 April. 2016.

Jang, S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: application of an extended mehrabian–russell model to restaurants. Journal of Business Research.

Ningrum, M.C., & Nurochman (2013). Pendidikan sains dan teknologi di Surabaya. Unpublished undergraduate thesis, Universitas Islam Negeri Sunan Kalijaga, Yogyakarta.

Puni, A., Okoe, A., & Damnyag, J.B. (2014). A gap analysis of customer perceptions and expectation of service quality amongst mobile telephony companies in Ghana. Journal of Management and Strategy Vol. 5 No. 3.

Schiffman, L.G., & Kanuk, L.L. (2007). Perilaku konsumen edisi kedua. Jakarta: PT. Indeks

Tambunan, R. (2014). Standard operating procedures (SOP). Jakarta Selatan: Maiestas Publishing


Refbacks

  • There are currently no refbacks.