Track: Total Quality Management (TQM)

Abstract

The increasing number of restaurants in Indonesia requires more careful monitoring of food safety. Consumer perception of food hygiene is useful for assessing restaurant food safety practices. The purpose of this study is to investigate customer satisfaction in Restaurant X using a food hygiene perspective. Instruments involving three factors i.e., food quality, food service, and environment and facility were developed. The study was done at 3 franchised restaurants in Surakarta involving 395 respondents. Further, the importance-performance analysis (IPA) was utilized to analyze the data. In addition, as the customers’ demographics, such as gender and age may influence satisfaction, therefore these factors were also evaluated. The result shows that overall, 5 attributes that relate to restaurant facilities and environment, e.g., attribute number 16 (clean and well-maintained kitchen), 17 (clean and well-maintained service area), 21 (clean and tidy garbage disposal area), 22 (clean dining table and the cloth used to clean the table), and 25 (clean and well-maintained toilet), need to be improved. The result also reveals that compared to the male customers the female perceived that more attributes need to be improved. Meanwhile, in groups based on age, customers above twenty require more attributes that need improvement compared to the others.