Perbandingan kualitas layanan berdasarkan kategori restoran : Studi Kasus di Badung Bali

Abstract

In service industry, service quality is used as one factor in competition. Culinary
industry, such as restaurant, bar, cafe, or eatery booth are one dynamic sector in
tourism world. As a tourist destination either domestic or international, Bali creates
a competitive business environment either local or international as well.
American restaurant in average shows a higher score in service quality compare
with others. But Indonesian restaurant gives a higher scores in empathy dimension in
service quality. Customer is expecting a good services, especially in culinary industry
in sustaining their businesses. The company should look carefully into aspects of
service quality, hence they can be a winner in the competitive industry.
Keywords: Service quality, hospitality management