Analysis Of Service Quality At Se'indonesia Brand Fast Food Restaurants In Bandar Lampung
Keywords:
Service Quality, Fast Food Restaurant, Customer Satisfaction.
Abstract
The competition in the fast food restaurant industry in Indonesia, particularly in the city of Bandar Lampung, requires every business actor to provide optimal service quality in order to maintain customer satisfaction and loyalty. Se'Indonesia fast food restaurants, as one of the culinary business operators, face challenges in maintaining service consistency amid increasing consumer expectations regarding speed, accuracy, comfort, and the attitude of service staff. The problem addressed in this study focuses on the quality of service provided and the extent to which the service has met consumer expectations. The purpose of this study is to analyze and describe the service quality at Se'Indonesia brand fast food restaurants in Bandar Lampung. The method used in this research is a descriptive method with a qualitative approach. Data were collected through interviews, observations, and documentation. The collected data were analyzed then inductively to understand the actual conditions of the services provided by the restaurant based on consumer perceptions and field observations. The results and discussion indicate that the service quality at the Se'Indonesia fast-food restaurant in Bandar Lampung is generally assessed as good, characterized by fast, friendly, and consistent service that is able to meet customer expectations. Most customers experience positive confirmation between their expectations and the actual service performance, although constraints still occur during peak hours, which affects service speed. Efforts to improve service quality have encompassed all SERVQUAL dimensions through improvements in facilities, order accuracy, service speed, employee professionalism, and empathetic attitudes. The integrated implementation of the tangibles, reliability, responsiveness, assurance, and empathy dimensions has been proven to have a positive impact on customer satisfaction and is in line with the SERVQUAL model.
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Allen, J., Smith, R., & Johnson, L. (2020). Training and employee development in service organizations. Journal of Service Management, 31 (4), 543–562. https://doi.org/10.1108/JOSM-02-2020-0043
Alzoubi, H.M., Alshurideh, M., Kurdi, B., & Inairat, M. (2022). Do perceived service quality, value, satisfaction, and trust influence customer loyalty in digital services? Journal of Retailing and Consumer Services, 64, 102–114. https://doi.org/10.1016/j.jretconser.2021.102152
Arikunto, S. (2020). Research procedures: A practical approach (Revised edition). Rineka Cipta.
Central Statistics Agency. (2023). Bandar Lampung City in figures 2023. BPS Bandar Lampung City.
Brady, M. K., & Cronin, J. J. (2021). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing Theory and Practice, 29 (2), 117–130. https://doi.org/10.1080/10696679.2021.1889636
Creswell, J. W. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications.
Denhardt, J. V., & Denhardt, R. B. (2021). The new public service: Serving, not steering (5th ed.). Routledge. https://doi.org/10.4324/9781003120451
González, R., & Martín-Consuegra, D. (2021). Customer expectations and service quality in service sectors. Service Industries Journal, 41 (7–8), 477–495. https://doi.org/10.1080/02642069.2020.1773678
Han, H., & Hyun, S.S. (2022). Customer satisfaction and loyalty formation in service environments. Journal of Retailing and Consumer Services, 64, 102821. https://doi.org/10.1016/j.jretconser.2021.102821
Han, H., Ryu, K., & Kim, W. (2020). Physical environment and customer experience in fast-food restaurants. International Journal of Hospitality Management, 85, 102356. https://doi.org/10.1016/j.ijhm.2019.102356
Heizer, J., Render, B., & Munson, C. (2017). Operations management (12th ed.). Pearson Education.
Heizer, J., Render, B., & Munson, C. (2020). Operations management: Sustainability and supply chain management (13th ed.). Pearson Education.
Hidayat, R. (2021). The effect of service quality on customer loyalty in fast food restaurants. Journal of Management and Business, 18(2), 145–156.
Hwang, J., & Kim, H. (2024). The role of technology-based service quality in enhancing customer experience and satisfaction. Sustainability, 16 (3), 1125. https://doi.org/10.3390/su16031125
Islam, T., Ahmed, I., & Ali, G. (2021). Effects of service recovery on customer satisfaction. Asia Pacific Journal of Marketing and Logistics, 33 (3), 689–710. https://doi.org/10.1108/APJML-01-2020-0026
Kim, J., & Kim, J. (2022). Competitive strategies in the fast-food industry. Journal of Retailing and Consumer Services, 65, 102870. https://doi.org/10.1016/j.jretconser.2021.102870
Kim, J., & Lee, Y. (2023). Emotional labor and service quality in the service industry: The mediating role of customer perception. Service Business, 17 (2), 345–360. https://doi.org/10.1007/s11628-022-00488-6
Kothari, C.R. (2020). Research methodology: Methods and techniques (3rd ed.). New Age International Publishers.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2021). Marketing management (16th ed.). Pearson Education.
Kotler, P., Keller, K. L., & Chernev, A. (2021). Marketing management (16th ed.). Pearson Education.
Lestari, D., & Handayani, R. (2023). Service quality and customer satisfaction in Indonesian fast food restaurants. Journal of Management and Entrepreneurship, 25 (1), 45–56.
Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson Education.
Lupiyoadi, R. (2021). Service marketing management: Competency-based (4th ed.). Salemba Empat.
Mafitri, R., & Barusman, TM (2022). Analysis of Villa Gardenia's marketing strategy in attracting visitors. Journal of Strategic Management and Business, 6 (2), 110–120.
Mariyana, M., Mega, N., Narundana, R., Barusman, AR, & Barusman, TM (2023). The influence of service quality and trust on patient satisfaction. Journal of Public Health and Service Management, 5 (1), 45–55.
Nguyen, T.H., & Vu, Q.H. (2022). Continuous service improvement and customer satisfaction in service organizations. International Journal of Quality and Service Sciences, 14 (4), 558–572. https://doi.org/10.1108/IJQSS-01-2022-0011
Oliver, R.L. (2020). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge.
Osborne, S.P. (2021). Public service logic: Creating value for public service users, citizens, and society . Routledge.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (2020). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Free Press.
Pollitt, C., & Bouckaert, G. (2020). Public management reform: A comparative analysis—Into the age of austerity (5th ed.). Oxford University Press.
Pratama, A., & Suryani, T. (2020). Analysis of service quality on customer satisfaction in fast food restaurants. Journal of Marketing Management, 14(1), 25–34.
Pratama, A., & Yulianti, F. (2023). Service quality and competitiveness of local fast-food restaurants. Journal of Indonesian Business Studies, 18 (2), 133–145.
Rahman, M.S., Khan, A.H., & Haque, M.M. (2023). Service quality and customer satisfaction in fast food restaurants. Journal of Foodservice Business Research, 26 (1), 45–60. https://doi.org/10.1080/15378020.2022.2051124
Rather, R. A., & Hollebeek, L. D. (2021). Customer engagement and satisfaction. Journal of Business Research, 130, 1–12. https://doi.org/10.1016/j.jbusres.2021.03.048
Rather, R. A., & Hollebeek, L. D. (2021). Exploring customer brand engagement and satisfaction. Journal of Business Research, 130, 1–12. https://doi.org/10.1016/j.jbusres.2021.03.048
Ryu, K., & Lee, J. S. (2021). Service quality and customer satisfaction in fast-food restaurants. Journal of Hospitality and Tourism Management, 46, 138–148. https://doi.org/10.1016/j.jhtm.2020.12.003
Santos, J., & Gonçalves, H.M. (2022). Service quality dimensions and customer satisfaction: A systematic review. Service Industries Journal, 42 (5–6), 335–362. https://doi.org/10.1080/02642069.2021.1962888
Setiawan, B., & Suryoko, S. (2022). The effect of service quality on customer satisfaction in fast food restaurants. Journal of Business Administration, 11 (2), 98–108.
Singh, Y. K. (2021). Fundamentals of research methodology and statistics . New Age International Publishers.
Sugiyono. (2020). Qualitative, quantitative, and R&D research methods . Alfabeta.
Suhartanto, D., Dean, D., Sosianika, A., & Nugraha, G. (2021). Employee service performance and customer satisfaction. British Food Journal, 123 (4), 1231–1247. https://doi.org/10.1108/BFJ-06-2020-0498
Wijaya, T., & Nugroho, A. (2021). Service quality and customer satisfaction in the food service industry. Journal of Management and Business, 10 (1), 22–31.
Wijayanto, D. (2023). Public sector performance management . Andi Publisher.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Zeithaml, V.A., Bitner, M.J., Gremler, D.D., & Ajay, P. (2020). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Vanderstoep, S. W., & Johnston, D. D. (2021). Research methods for everyday life: Blending qualitative and quantitative approaches (2nd ed.). Jossey-Bass.
Published
2026-02-04
How to Cite
Tina Miniawati Barusman Virgawenda, & Romarito Pandiangan. (2026). Analysis Of Service Quality At Se’indonesia Brand Fast Food Restaurants In Bandar Lampung. International Journal of Education, Vocational and Social Science , 5(01), 593-606. https://doi.org/10.63922/ijevss.v5i01.2931
Contact Person +6282139474255
Email : ijevss@citakonsultindo.or.id / editor.ijevss@gmail.com
