MODEL KINERJA LAYANAN RESTORAN CEPAT SAJI BERBASIS SELF-SERVICE ORDERING
DOI:
https://doi.org/10.55122/blogchain.v6i1.1987Keywords:
Beban Kerja Staf, Kepuasan Pelanggan, Kinerja Layanan, Restoran Cepat Saji, Self-Service OrderingAbstract
Penelitian ini mengembangkan model kinerja layanan restoran cepat saji berbasis self-service ordering dengan mempertimbangkan waktu tunggu dan beban kerja staf. Studi dilakukan pada satu gerai berkapasitas tinggi di Surabaya menggunakan pendekatan kuantitatif. Data dikumpulkan dari pengukuran waktu tunggu sekitar 100 transaksi, catatan 200 transaksi berdasarkan mode pemesanan, data beban kerja staf pada 14 shift kerja, serta survei kepuasan pelanggan terhadap 60 responden. Analisis dilakukan menggunakan statistik deskriptif, korelasi Pearson, dan regresi linier berganda. Hasil penelitian menunjukkan bahwa waktu tunggu berpengaruh negatif terhadap kepuasan pelanggan, sedangkan self-service ordering dan beban kerja staf berpengaruh positif dan signifikan. Model regresi memiliki nilai koefisien determinasi sebesar 0,389, yang menunjukkan bahwa ketiga variabel menjelaskan 38,9% variasi kepuasan pelanggan. Self-service ordering muncul sebagai faktor paling dominan. Temuan ini menegaskan pentingnya pengelolaan kanal pemesanan dan penataan beban kerja staf untuk meningkatkan kinerja layanan restoran cepat saji.
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