ANALISIS KUALITAS PELAYANAN DAN KUALITAS PRODUK BERDASARKAN GOOGLE REVIEW DI MUSCADE JAPANESE STEAK HOUSE RESTAURANT THE SENTRA HOTEL MANADO
DOI:
https://doi.org/10.61696/juparita.v4i3.1253Keywords:
Restaurant, F&B Service, Google Reviews, Service Quality, Product QualityAbstract
This study aims to analyze service and product quality based on Google Reviews at Muscade Japanese Steak House Restaurant, The Sentra Hotel Manado. This study is motivated by the importance of customer reviews on digital platforms as evaluation material in improving service quality. The method used is qualitative research with a descriptive approach. Data were obtained through observation, interviews with Food and Beverage Service staff and Food and Beverage Supervisors, documentation, and analysis of 32 customer reviews on Google Reviews. Data analysis was conducted by grouping reviews according to indicators of service quality, product quality, and quality consistency. The results show that, in general, the quality of service and product at Muscade Japanese Steak House has satisfied most guests. This is indicated by the predominance of positive reviews that appreciate the friendliness and politeness of the staff, the cleanliness of the restaurant, the comfortable atmosphere, the taste of the food, the quality of the steak, the freshness of the raw materials, and the attractive presentation. However, several weaknesses were still found, namely the long time required to serve food when the restaurant is busy, the mismatch between the level of steak doneness and guests' requests, and the inconsistent quality of some menu items. Restaurant management needs to improve service speed and coordination between service staff and the kitchen, and to maintain consistent product quality to sustain guest satisfaction and a positive restaurant image
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