SERVICE QUALITY OF THE RESTAURANT BARATA HOTEL ASTON SENTUL LAKE RESORT & CONFERENCE CENTER THE REGENCY OF BOGOR

Abstract

This study was conducted to analyze the service quality of the restaurant at Hotel Aston Sentul Lake Resort & Conference Center, focusing on five main dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The method used was descriptive quantitative, with data collected through observation, questionnaires, and documentation. A total of 100 respondents, who were restaurant guests, participated in this research. The results showed that the overall level of customer satisfaction was in the satisfied category, with a total score of 4462 from the five variables analyzed. The Empathy dimension scored the highest, indicating that guests greatly appreciated the friendliness and attentiveness of the staff. However, the Tangible variable, particularly regarding employee neatness, received the lowest score and requires improvement. Quick responses in addressing complaints and guests' needs were deemed adequate, but some improvements are still needed to handle complaints more effectively. In conclusion, while the overall service quality was satisfactory, there are some areas that need enhancement, especially in terms of employee neatness and handling guest complaints. The implementation of these suggestions is expected to improve the service quality at the restaurant of Hotel Aston Sentul Lake Resort & Conference Center.
Keywords: Service Quality, Hotel Aston Sentul, Restaurant