TINGKAT KERAMAHAN DALAM KOMUNIKASI KARYAWAN RESTORAN BAKMI SEBAGAI PENUNJANG KUALITAS PELAYANAN

Abstract

The service quality felt by customers can be demonstrated even from the first time
the customer enters the restaurant area. This is the main key for customers to begin to
assess whether the service in the destination restaurant is in accordance with service quality
standards or not. As the culinary business grows, of course the owners must pay attention to
the quality of services so they don't compete. One of the developing culinary restaurants,
Noodles X is one of the business people who helped enliven the Indonesian culinary market.
The focus of this study is choosing aspects of hospitality, the selection of aspects of
hospitality is considered the first communication pattern received by customers, even when
entering the restaurant area. The method used in this study is observation. The observation
design used is natural setting, participant observation and the method of recording using a
rating scale. The choice of using the rating scale method because of the observed behavior,
researchers want to know the degree of quality of the behavior itself. Implementation of
observations is divided into 30 days, with the calculation of the average results of
observations at the weekend and the average observation results on weekday. Based on
observations made, it can be concluded that the level of friendliness in the communication
practices of restaurant noodle employees is included in the class "very well". There are
interesting findings between the acquisition of friendliness level scores on weekdays and on
weekends. The average score obtained from the five highest indicators is on weekends