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Importance Performance Analysis Pelaku Usaha UMKM Sektor Kuliner di Pekanbaru

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  • Suci, Afred

Abstract

The highest number of micro small enterprises (MSE) in culinary business generates enterpreneur’s efforts to gain their service excellence. The aim of this study is to analyze customers’ perception of culinary service quality in several MSE’s culinary enterprises. Population are culinary customers consist of 145 respondents selected by convenience sampling technique. Variables are culinary service quality DINESERV that consists of 5 dimensions are: tangible, reliability, responsiveness, assurance and emphaty. Data analyzed by using Importance Performance Analysis (IPA). The study reveals that averagely the culinary service quality is aleady satisfied in 4 dimension that are: assurance (80%), emphaty (70%), responsiveness (69%) and reliability (66%), unless for tangible aspect that is still less satisfied (58%). The culinary service qualities that are needed to be enhanced are: parking area, decoration, dining area comfortness and tidiness, peak hous service punctuality, readable and attractiveness of menu.

Suggested Citation

  • Suci, Afred, 2017. "Importance Performance Analysis Pelaku Usaha UMKM Sektor Kuliner di Pekanbaru," INA-Rxiv k426f, Center for Open Science.
    • Handle: RePEc:osf:inarxi:k426f
    DOI: 10.31219/osf.io/k426f
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