Kumpulan Skripsi & Artikel Jurnal Ilmiah

2009

Perbandingan kualitas layanan dari empat jenis restoran di Hyatt Regency Surabaya untuk menyetarakan kualitas layanan dari masing-masing restoran

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Author : SARWO;, I’IN

Keberadaan hotel sebagai sarana penunjang bisnis di samping sarana penunjang industri pariwisata, membuka peluang bagi pengusaha untuk bergerak dalam bisnis perhotelan. Dewasa ini banyak bermunculan hotel-hotel berbintang di kota-kota besar yang menjadi pusat bisnis. Di Surabaya misalnya dalam beberapa tahun terakhir ini hadir beberapa hotel berbintang yang makin memarakkan bisnis perhotelan. Akibatnya terjadi persaingan yang sangat ketat diantara hotel-hotel tersebut. Mereka berlomba-lomba menawarkan berbagai fasilitas dan pelayanan dengan tujuan ingin menarik konsumen sebanyak-banyaknya atau minimal mempertahankan konsumennya agar tidak pindah ke hotel lain. Konsumen dalam berkunjung ke sebuah hotel tidak hanya melihat layanan fisik dari hotel tersebut, akan tetapi juga mengharapkan jenis layanan lainnya dan berbagai fasilitas yang ditawarkan yang dapat memuaskan mereka, termasuk kualitas pelayanan yang diberikan oleh pihak hotel. Seiring dengan menurunnya tingkat hunian di hotel berbintang saat ini, maka Food and Beverage Department menjadi tumpuan untuk memberi pemasukan bagi hotel yang bersangkutan. Oleh karena itu, pihak hotel tidak boleh meremehkan pelayanan pada bagian ini termasuk pelayanan pada restoran dan outlet-outlet lainnya. Dalam hal ini penulis melakukan penelitian di empat restoran yang ada di hotel Hyatt Regency Surabaya, yang merupakan hotel bintang lima yang pertama di Surabaya. Penelitian ini akan mengungkapkan kualitas layanan pada keempat restoran yaitu restoran Primavera, The Chinese Arumanis, Kizahashi dan Cascades; apakah terdapat perbedaan kualitas layanan di empat restoaran tersebut. Hingga pada akhirnya penulis mengambil kesimpulan bahwa tidak ada perbedaan kualitas layanan yang signifikan di keempat restoran tersebut. Akan tetapi meskipun tidak ada perbedaan kualitas layanan yang signifikan, berdasarkan dimensi layanan, ada beberapa atribut layanan yang oleh para responden masih dianggap kurang bagus kinerjanya, sehingga masih diperlukan perbaikan-perbaikan demi terciptanya kualitas layanan yang benar-benar baik seperti yang diharapkan oleh para responden.

Keyword : restaurant, service quality, tourism industry, hotel

Sumber : http://repository.petra.ac.id/1815/

Perancangan interior kafe galeri Teh Sosro di Surabaya

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Author : YOEWONO, AUDREY

Surabaya merupakan kota terbesar ke 2 yang penuh kesibukan dalam beraktifitas dan penuh dengan sarana informasi. Oleh sebab itu butuh sarana santai yang informatif. Perancangan Interior Kafe Galeri Teh Sosro dan Surabaya merupakan jawaban menjawab kebutuhan santai dan informatif, Teh Sosro adalah tema yang akan diangkat sebab “apapun makanannya minumnya Teh Botol Sosro”. Kafe Galeri dibentuk berdasarkan ide dasar “Kebun Teh” dengan menampilkan kontur tanah di perkebunan sebagai pola lantai dan mengkombinasikan warna teh dan daun teh itu sendiri pada elemen ruang. Dengan menyatukan dua kegiatan berbeda menjadi kegiatan yang saling berinteraksi dan mendukung. Kafe Galeri Teh Sosro ini akan membawa pengunjung menikmati santai setelah beraktifitas, bentuk dinamis akan diterapkan dalam desain.

Keyword : gallery cafe, tea garden, designing concept, museum, restaurant, interior design

Sumber : http://repository.petra.ac.id/3190/

The analysis of cultural background of the customer in choosing Anak Depok Restaurant as a place for dining.

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Author : , FILIA

The content of this research is divided into several chapters. Chapter one is the explanation about ANAK DEPOK, the history, the facilities, the location and so on. This introduction of the restaurant is important because the whole research is including many aspects of the restaurant itself Chapter two is the basic knowledge and theory for this research, which is collected from some literature. The explanation of cultural background, the main part of cultural background which influences individual to respond in different situation, to behave, to think, and to choose something. Cultural background is defined as the explanation of social condition of individual with identity and personality. Everyone has his or her own cultural background, it depends on his or her childhood, environment where he lives, experience that he has, his work or activity everyday. In this chapter, there is definition about meal experience which is any feeling that customers feel tangible and intangible series of events in a restaurant. The reasons why people go to the restaurant for specific reason or only pleasure, type of the customers, which all of this are related to individual?s background. In chapter three, the methodology of the research study will be explained in detail. Since the research is including human assumption, the writer used qualitative research method. Beside observation, the tool which the writer used here is questionnaires. The contains of that are about guest connection to Indonesia or not, why they like go to ANAK DEPOK, their opinion about restaurant, etc. In chapter four, my analysis during the research will be explained The analysis is from the result of the questionnaire and literature application. Many guests in this restaurant come regularly to enjoy their meal experience. They come regularly because they found their meal experience here is always nice. They satisfied with the service, the taste of the food, the staff which all of this make them to return based on their previous visit So far this restaurant have satisfied their guests, but the management of the restaurant can not stay on this stage. The restaurant has to reach new customers beside maintaining the present customers. There are things that can be done to improve the service and the management of the restaurant like: – Check the guest?s wishes periodically. It is essential to know what they think bout the restaurant and then the management can make improvement in certain things needed. – Considering that many guests who come here are regular guests and most of them in middle up age, therefore the management need to make more intere s ti ng advertisement to reach new customers.

Keyword : costumer, restaurant, management, research

Examining the existing standard service procedure and planning a suitable training program to crate a better service performance in Restaurant Paradijs

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Author : NATALIA;, JOYCE

This thesis is written as the final part of the traineeship program conducted by Petra Christian University and Christelijke Hogeschool Noord-Nederland, Leeuwarden. The main subject of this thesis is Evaluating the Existing Standard Operation Procedure and Planning for a New Training Program. The purpose of this dissertation is to get a better understanding of the importance of Standard Service Operation Procedure and how important the Standard Service Operation Procedure is for service performance, which is acted out by the server or waiter. In order to evaluate this, a descriptive research is conducted. This descriptive research is divided into three parts; the first part is explaining about the situation in the restaurant, the research background. Basically, this part explains about restaurant?s general overview and problem overview. The second part is Literature Review. This part explains about the basic knowledge about service, the standard procedure, and the importance of a training program. This part is being used to get a complete understanding and be able to cover all necessary areas for this subject. The last part is the case study. This part explains about the analysis of the real situation of the first part and the second part, which is based on the questions provided in research question. In the research process, the writers used a questionnaire and a researcher diary. The questionnaire is subjected to the appropriate parties such as permanent personnel, the trainees and part timers. This involves several elements of Human Resources Management, people management, the correct standard service quality and also research analysis. At last, the result of the thesis can prove to be useful to the restaurant, especially in increasing the quality of service and gaining greater guest satisfaction.

Keyword : standard service operation procedure, restaurant

Sumber : http://repository.petra.ac.id/2239/

Analisa karakteristik demografis konsumen pengunjung restoran fast food dan non fast food di Surabaya

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Author : MARGARETHA;, CITRA

Penelitian ini menganalisa tentang bagaimana karakteristik demografis yaitu usia, jenis kelamin, pekerjaan, pendapatan, ukuran keluarga, tahapan hidup dalam keluarga, dan pendidikan konsumen pengunjung restoran fast food dan non fast food di Surabaya. Penulis ingin menguji apakah pengunjung restoran fast food dan non fast food di Surabaya berbeda secara signifikan. Untuk mendapatkan hasil yang tepat, penulis mengumpulkan data dari 350 responden dari 5 wilayah di Surabaya, dan dianalisa dengan teknik tabulasi silang dan chi-square. Hasil dari analisa menunjukkan bahwa hanya karakteristik tahapan hidup dalam keluarga dan ukuran keluarga yang tidak berbeda secara signifikan, sedangkan karakteristik usia, jenis kelamin, pekerjaan, pendapatan, dan pendidikan berbeda secara signifikan.

Keyword : demographical characteristics, fast food, non fast food, restaurant, consumer

Sumber : http://repository.petra.ac.id/4314/

Rumah makan “Bamboe”

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Author : ROANTHE, ERYANNO

Rancangan usaha ini memilih usaha bidang makanan dan minuman karena tingkat pertumbuhan perdagangan, hotel dan restoran yang naik dan cenderung stabil. Rumah makan “Bamboe” ini akan berlokasi di daerah Surabaya Barat, yang sedang mengalami pertumbuhan dengan pesat. Rumah makan “Bamboe” ini akan menyajikan masakan tradisional Indonesia dan menghadirkan sebuah rumah makan dengan dekorasi interior menggunakan bahan bambu, kayu dan hiasan kerajinan tangan sehingga menimbulkan suasana alami dan natural. Rumah makan “Bamboe” memiliki keunggulan kompetitif berupa komitmen rumah makan ini untuk menyajikan masakan tradisional Indonesia yang diolah dengan resep kuno sehingga menghasilkan kualitas rasa yang tinggi. Selain menyajikan masakan tradisional dengan resep kuno, rumah makan “Bamboe” memberikan suasana nyaman yang bernuansa alami dan natural. Rancangan usaha ini dirancang berdasarkan analisa usaha dari data – data yang telah dikumpulkan dan diolah, selain analisa usaha juga dicantumkan rencana operasional, aspek pemasaran, rencana organisasi dan analisa keuangan.

Keyword : restaurant, business plan

Sumber : http://repository.petra.ac.id/942/

Food cost investigation in Golden Tulip Epe

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Author : ONGKOWIDJOJO, DIANA

The Food and Beverage Department in a hotel is one of the departments that generates big revenue. Kitchen, as food production facility plays a big role in producing these big numbers. Cooperation with related departments in providing food service is very essential. Specially Sales and Marketing Department in selling the food product. Cost Control Department also plays a big role in determining the revenue generated. When the food cost increases (is fluctuating), this is not only the Kitchen’s mistake. Because as a team, together all departments should be supporting each other in many ways, especially in sharing crucial information. With this research the writer try to investigate why the communication between departments is very essential in generating maximum revenue for the management, and how the existence of the food cost calculation will influence the food cost percentage, which finally will end up in company’s revenue. The research question was:’Is there a relation between the fluctuation of the food cost percentage in Golden Tulip Epe and the implementation of the standard calculation formula? From the literature research there appeared to be seven areas of focus concerning food cost: essential of control svstem(the importance of control system for Golden Tulip Epe);the method of calculation food cost; the method of food cost control ;food control check list; standard recipes; standard portion size; and management responsibilities. Historical research, literature research, observational method and analyzing qualitative data were used as the research methodology. Finalizing conclusions were about traditional kitchen management, non actual food cost report, lack of cooperation and communication between department shortage of purchasing order procedures, lack of work efficiency. The goal of this research is to find out indications of what factor plays a main role in the unacceptable food cost fluctuation at the Golden Tulip Epe and what can be done to improve the management performance.

Keyword : food cost, management, restaurant

Sumber : http://repository.petra.ac.id/2473/

How to make a good marketing strategy based on market segmentation to maintain profitability in Golden River Restaurant

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Author : NORA, DEBBY

This dissertation is about making a good marketing strategy based on market segmentation in order to maintain profitability in Golden River Restaurant. It is written also as the final part of the B.Sc. the Hotel Management Program study. The Writers decide to take qualitative and quantitative research. This qualitative research begins with literature review which contain of the understanding about marketing strategy, market segmentation and also about profitability. This quantitative research begins with interviewing the guest and also with the owner of the restaurant, also by giving questionnaires such as guest comment and observation daily to the restaurant. So the writers know what marketing strategy and what the result of marketing strategy that Golden River has done and try to compare with the theory that writers have. Through this research, the writers try to analyze how to make a good marketing strategy based on market segmentation to maintain profitability in Golden River Restaurant. The next step is to collect data and make more accurate result and detail information, which market segmentation that can be applied in Golden River Restaurant in order to maintain their profit. Writers do the observation in the restaurant every day, twice a day, in the morning and night shift to see how many customers come to the restaurant for take away or eat. Besides that, the writers also collect more detail information based on the literature review such as researching on the internet, direct interview with the owner of the restaurant and also from the handbook?s. The writers use scoring method based on the questioners such as guest?s comments to answer some research questions. Finally the writers can conclude which a good marketing strategy, based on the market segmentation, that can taken by the Golden River Restaurant. This is the first research to decide the best marketing strategy based on market segmentation to maintain profitability in Golden River restaurant. So, further research is recommended to give more detail information about this subject. Besides that this is also the starting point to doing the next step in further research

Keyword : market segmentation, profitability, restaurant

Sumber : http://repository.petra.ac.id/4872/

Analyzing customer loyalty through relationship marketing in restaurant Lucky City Hoofddorp-Netherlands

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Author : THERESIA, SERLY

This thesis is written by the writers as the requirement to finish the writer?s study in Hotel Management of Petra Christian University, Indonesia and Christelijke Hogeschool Noord Nederland. The first part of this thesis will give some information and description about The “Lucky City” Restaurant in Hoofddorp-Noord Nederland. The second part of this thesis will contain a qualitative research that the writers have done, which will be started by reviewing the literature. The literature review will explain and describe about what relationship marketing is, what customer loyalty is, who are your customers, how to make a good relation with the customers through relationship marketing, how relationship marketing influence customer loyalty, and how to measure customer loyalty. The qualitative research will contain of observation to the market, interview with sources of information, in this case is the owner from the restaurant “Lucky City” in Hoofddorp and also the writers will give questionnaires to the customer that is related. The third part of this thesis will contain the main idea from this thesis; this part will try to show us how to reach customer loyalty through relationship marketing. The fourth part of this thesis will contain the customer analysis. And the last part of this thesis will be the conclusion from the whole research and observation from the writers within 10 months working in “Lucky City” restaurant in Hoofddorp. The writers decided to choose this topic because the writers thought that this case is relevant with the current condition and situation, because most of the customers in restaurant “Lucky City” are existing customers. The writers hope that this thesis will give some help and information about relationship marketing to get customer loyalty.

Keyword : restaurant, customer loyalty

Sumber : http://repository.petra.ac.id/1823/

Perancangan interior automotive sport bar dan resto di Surabaya

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Author : KUSUMADEWI, LILIK

Perancangan Interior Automotive Sport Bar and Resto di Surabaya merupakan suatu jawaban dari permasalahan dan kebutuhan para pecinta dan klub Autosport. Para pecinta dan klub Autosport membutuhkan tempat nongkrong dan nonton bareng sesuai dengan citra autosport dan kepribadiannya sebagai pecinta dan klub autosport itu sendiri. Mereka juga membutuhkan satu wadah tetap yang terorganisir untuk dapat saling berkomunikasi dan melaksanakan kegiatan bersama. Untuk itu dibuatlah bar and restaurant yang dapat menciptakan sebuah kombinasi pengalaman autosport, makan-minum dan fasilitas lengkap yang bercitrakan automotive sport, dengan mengambil konsep perancangan Autosport yang rekreatif.

Keyword : automotive, sport, bar, restaurant, experiences, eating-and-drinking and complete facilities, recreational, autosport, decoration

Sumber : http://repository.petra.ac.id/3243/

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