PERSEPSI PERSONALISED SERVICE PADA WAITER DI RUMAH MAKAN X

ANA MUSTAFIDAH, . (2025) PERSEPSI PERSONALISED SERVICE PADA WAITER DI RUMAH MAKAN X. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text COVER.pdf Download (1MB)
	Text BAB 1.pdf Download (293kB)
	Text BAB 2.pdf Restricted to Registered users only Download (422kB) | Request a copy
	Text BAB 3.pdf Restricted to Registered users only Download (269kB) | Request a copy
	Text BAB 4.pdf Restricted to Registered users only Download (659kB) | Request a copy
	Text BAB 5.pdf Restricted to Registered users only Download (278kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (273kB)
	Text LAMPIRAN.pdf Restricted to Registered users only Download (5MB) | Request a copy

Abstract

ABSTRAK Personalised service yang diterapkan oleh waiter menjadi kunci dalam memahami preferensi pelanggan dan menciptakan pengalaman bermakna. Sejalan dengan hal tersebut, penelitian ini bertujuan untuk menganalisis bagaimana waiter rumah makan memahami dan menerapkan personalised service dalam interaksi mereka dengan pelanggan. Penelitian menggunakan metode kualitatif deskriptif dengan model Miles dan Huberman. Data diperoleh melalui sumber primer berupa wawancara dan observasi interaksi layanan, serta sumber sekunder berupa review pelanggan di Google Review, rekaman, foto, dan jurnal ilmiah. Teknik pengumpulan data dilakukan dengan wawancara, observasi, dan dokumentasi yang kemudian divalidasi melalui triangulasi sumber, triangulasi teknik, dan triangulasi waktu. Informan dipilih dengan menggunakan teknik purposive sampling, yaitu waiter yang secara langsung berinteraksi dengan pelanggan yang terdiri atas 6 orang selaku Informan Primer dan pelanggan yang telah datang lebih dari sekali yang terdiri atas 5 orang selaku Informan Sekunder. Dari hasil penelitian, dapat disimpulkan bahwa pemahaman dan penerapan personalised service melalui 5 dimensi SERVQUAL belum sepenuhnya berjalan optimal. Pada dimensi reliability, pelayanan belum konsisten dan andal, sehingga perlu peningkatan pada sistem kerja dan konsistensi pelayanan. Dimensi responsiveness menunjukkan kelemahan dalam kecepatan dan ketepatan tanggapan terhadap kebutuhan maupun permasalahan pelanggan. Pada dimensi assurance, keterbatasan terlihat dalam kejelasan informasi, komunikasi yang proaktif, serta kemampuan menciptakan rasa aman dan percaya. Dimensi empathy juga belum sepenuhnya terwujud karena kurangnya tindakan proaktif dan minimnya kesadaran untuk mengutamakan kepentingan pelanggan. Sedangkan pada dimensi tangibles, meskipun ada upaya menjaga kebersihan dan penampilan, konsistensi masih perlu ditingkatkan terutama dalam hal kerapihan, kesiapan area, atribut profesional, serta kebersihan fasilitas. Kata Kunci : Personalised Service, Kualitas Layanan, Kepuasan Pelanggan ***** ABSTRACT Personalised service implemented by the waiters is the key to understanding customer preferences and creating meaningful experiences. In line with this, this study aims to analyse how restaurant waiters understand and implement personalised service in their interactions with customers. The research uses a descriptive qualitative method with the Miles and Huberman model. Data were obtained from primary sources in the form of interviews and observations of service interactions, as well as secondary sources in the form of customer reviews on Google Review, recordings, photos, and scientific journals. Data collection techniques were carried out through interviews, observations, and documentation, which were then validated through source triangulation, technique triangulation, and time triangulation. Informants were selected using purposive sampling, namely waiters who directly interact with customers, consisting of 6 people as Primary Informants, and customers who have visited more than once, consisting of 5 people as Secondary Informants. Based on the results of the study, it can be concluded that the understanding and implementation of personalised service through the five SERVQUAL dimensions have not yet run optimally. In the reliability dimension, the service is not yet consistent and reliable, so improvements in the work system and service consistency are needed. The responsiveness dimension shows weaknesses in the speed and accuracy of responses to customer needs and problems. In the assurance dimension, limitations are evident in the clarity of information, proactive communication, and the ability to create a sense of safety and trust. The empathy dimension has also not been fully realised due to the lack of proactive actions and low awareness of prioritising customer interests. Meanwhile, in the tangibles dimension, although there are efforts to maintain cleanliness and appearance, consistency still needs to be improved, especially in terms of neatness, area readiness, professional attributes, and cleanliness of the facilities. Keywords : Personalised Service, Service Quality, Customer Satisfaction

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Shinta Doriza, M.Pd, M.S.E 2). Bimo Kuncoro Jati, M.Par
Subjects:	Ilmu Sosial > Pariwisata Manajemen > Manajemen Pemasaran
Divisions:	FT > S1 Pendidikan Kesejahteraan Keluarga
Depositing User:	Ana Mustafidah .
Date Deposited:	17 Dec 2025 07:12
Last Modified:	17 Dec 2025 07:12
URI:	http://repository.unj.ac.id/id/eprint/62866

Actions (login required)

View Item