A Restaurant that Provides Fast and Courteous Service

ABSTRACT :

This study aims to analyze how restaurants provide fast and courteous service to customers from a hospitality perspective and to understand customer experiences with the quality of service provided. The study uses a qualitative approach with descriptive methods to gain a deep understanding of customer experiences, perceptions, and expectations of restaurant service. Data collection techniques were carried out through observation, in-depth interviews, and documentation. Research informants consisted of customers and restaurant employees selected using a purposive sampling technique based on their experience and involvement in restaurant service activities. Data analysis was conducted using an interactive analysis model that includes data reduction, data presentation, and conclusion drawing. The results show that service speed, politeness, friendliness, and employee responsiveness are the main factors influencing customer satisfaction and emotional experiences. Customers feel more comfortable, appreciated, and have a higher tendency to revisit when receiving fast and courteous service. In addition, the quality of interpersonal interactions between customers and employees has been shown to play a significant role in shaping customer loyalty to the restaurant. This study provides a theoretical contribution to the development of hospitality and service quality studies through a qualitative approach and provides practical implications for restaurant managers in improving service quality and customer experience.