An Analysis of Consumer Perceptions of the Implementation of the Wireless Calling System in Service Delivery at Mie Gacoan Kraksaan

Anisa Nur Latifah; Fahrudin

doi:10.63922/ijebir.v5i05.5948

Anisa Nur Latifah Program Studi Ekonomi,Fakultas Sosial Dan Humaniora, Universitas Nurul Jadid
Fahrudin Program Studi Ekonomi,Fakultas Sosial Dan Humaniora, Universitas Nurul Jadid

DOI: https://doi.org/10.63922/ijebir.v5i05.5948

Keywords: Keywords: consumer perception, wireless calling system, service quality, SERVQUAL, Mie Gacoan.

Abstract

The advancement of technology in the culinary industry has encouraged businesses to adopt service innovations to improve service quality and enhance customer experience. One such innovation is the implementation of a Wireless Calling System (WCS), which functions as a notification system to inform customers when their orders are ready. This study aims to analyze consumers' perceptions of the implementation of the Wireless Calling System in service delivery at Mie Gacoan Kraksaan and to identify its implications for service quality. This research employed a qualitative approach with a case study design. Informants were selected using purposive sampling and consisted of customers and the management of Mie Gacoan Kraksaan. Data were collected through observation, in-depth interviews, and documentation, and were analyzed using the Miles, Huberman, and Saldaña interactive model, including data reduction, data display, and conclusion drawing. Data validity was ensured through source and technique triangulation. The findings indicate that the implementation of the Wireless Calling System is perceived positively by consumers because it facilitates ease of use, accelerates order notification, improves customer convenience during the waiting process, and supports a more organized and efficient service system. These findings are consistent with consumer perception theory, which explains that consumers' evaluations are formed through their experiences in receiving and interpreting information. Furthermore, the findings support the SERVQUAL dimensions of service quality, particularly reliability, responsiveness, tangibles, assurance, and empathy. This study provides empirical evidence that the implementation of a Wireless Calling System not only improves operational efficiency but also strengthens positive consumer perceptions of service quality, making it a viable service innovation strategy for modern restaurant businesses.

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