EVALUASI KUALITAS LAYANAN LAN HUA CHINNESE RESTAURANT PADA HOTEL GRAND MERCURE MALANG MIRAMA

EVALUATION OF LAN HUA CHINESE RESTAURANT SERVICE QUALITY
AT THE GRAND MERCURE MALANG MIRAMA HOTEL
Chandra Driastama Djati, Dr. Nurul Asfiyah, MM., Luqman Dzul Hilmi, SE., MBA.
Management Department, University of Muhammadiyah Malang
Email : chandradriastama@gmail.com
ABSTRACT
The research carried out was to examine Service Quality Analysis to Increase Service Satisfaction at Lanhua Chinese Restaurant Hotel Grand Mercure Malang Mirama. This research aims to analyze the responses of Lan Hua waiters and waitresses regarding the service quality of waiters and waitresses in increasing service satisfaction at Lan Hua Chinese Restaurant Hotel Grand Mercure Malang Mirama. This research uses a qualitative method with a descriptive approach. The techniques used in data collection are interviews, observation and documentation. Interviews were conducted using a semi-structured interview form. The research results show that the quality of service at Lanhua Chinese Restaurant is considered to have met the basic standards of the restaurant, with exclusive facilities and services that suit guest preferences. Waiters and waitresses are considered to have provided service according to standards. However, research shows there are opportunities to improve both set up and service quality. Improvement efforts may involve increased staff training, improved interior layout or decoration, and greater responsiveness to customer satisfaction needs.