• I Nyoman Arcana, SE., M.Par Sekolah Tinggi Pariwisata Nusa Dua
Abstract views: 64 , PDF downloads: 72


This study aims to explore foreign tourist’s satisfaction performance, variables determine satisfaction performance, perceptions and expectations towards restaurant industry at Badung Regency, especially at Tanjung Benoa, Nusa Dua, Jimbaran, Kuta, and Seminyak area.

Based on previous studies conducted by Dogdubay and Avcikurt (2008), Andaleeb and Conway (2006), Pun and Ho (2001), Kivela, et all (2000), and Cousins (2002), there were 36 performance’s variables and 4 satisfaction’s variable used in this study which is consist of 7 variables on food quality (reliability), 6 variables on service quality (responsiveness), 3 variables on brands/popularity, 5 variables on convenience, 11 variables on ambiance, and 4 variables on  price. Total respondent on this research were 156. The methodology or approach used in this study were “mean” and  Important-Performance Analysis. 

This study shows that 3 attributes of satisfaction’s performance located at Quadran A, 17 attributes at Quadran B, 13 attributes pada Kuadran C, and 3 attributes at Quadran D. The result findings in this study indicates  there were 29 attributes with good performance, and 7 attributes with very good performance., and there were 13 attibutes met or over expected, and 23 attributes under expected. Practical implications of this study was that restaurant managers supposed  to improve performances on attributes such as: tasty food, friendly/polite/helpful staff, overall cleanliness, toilet, fresh food, consistent standard of food quality, food presentation & garnished, healthy food, speed of service, consistent standard of service quality, location, and view from restaurant. 


Abdullah, D.,N.,M.,A. Rozario,F. (2009). Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafetaria in the Hotel Industry. World Academy of Science, Engineering and Technology 53 2009.

Andaleeb, S.,S. Conway,C. 2006. Customer Satisfaction in the Restaurant Industry: An examination of the transaction-specific model. Journal of Service Marketing. The Behrend College, Erie, Pennsylvania,USA.

Ball, S., Rowson, B., O’Toole, S. 2008. Consumer Perception of Organic, Ethical and Local Foods Served in Restaurant in The Sheffield Area. Centre for International Hospitality Management Research Sheffield Hallam University. United Kingdom.

Sudarsana, I. K. (2018, January). Membina Kerukunan Antar Siswa Di Sekolah Melalui Penanaman Pendidikan Budi Pekerti Berbasis Kearifan Lokal. In PROSIDING SEMINAR NASIONAL KEARIFAN LOKAL INDONESIA UNTUK PEMBANGUNAN KARAKTER UNIVERSAL 2015 (pp. 242-250).

Sugiharta, I. P. S. O., & Sudarsana, I. K. (2017). Hypnotic Learning Characteristics On Sisya Brahmakunta Community In Denpasar. Vidyottama Sanatana: International Journal of Hindu Science and Religious Studies, 1(2), 132-145.

Bojanic, D. C. 2007. Customer Profile of The “Carryout” Segment for Restaurants. Department of Hos-pitality and Tourism Management, Isenberg School of Management, University of Massachusetts, Amherst, Massachusetts, USA.

Bozorgi, M., M. 2007. Measuring Service Quality in the Airline Using SERVQUAL Model (Case of IAA). Department of Busnisee Administration and Social Scien-ces. Division of Industrial mar-keting and e-commerce. Lulea University of Technology. Iran.

Cannarozzo-Tinoco, M. A., Ribeiro, L. D. (2012). Main Attributes of Quality and Price Perception for a la Carte Restaurants. Federal University of Rio Grande do Sul. Brazil.

Davis, B., Lockwood, A., Pantelidis, I., Alcott, P. 2009. Food & Beverage Management. Fourth Edition. Oxford: Butterworth – Heinemann.

Dogdubay, M. Avcikurt, C. 2008. Customer Loyalty in the Speciality Restaurants: An example from Istanbul. Balikesir University, Turkey.

Donkoh, S. A., Quianoo, A. K., Cudjoe, E., Kaba, N. C. 2012. Customer Satisfaction and Perceptions about Food Services on the University for Development Studies Campus, Ghana. African Journal of Food Science Vol. 6(8), pp. 216-223, 30 April, 2012. http://www.academic

How to Cite
Arcana, SE., M.Par, I. N. (2018) “PERSEPSI DAN EKSPEKTASI WISATAWAN MANCANEGARA TERHADAP INDUSTRI RESTORAN DI KABUPATEN BADUNG”, Jurnal Ilmiah Hospitality Management, 4(2), pp. 67-92. doi: 10.22334/jihm.v4i2.57.
Abstract viewed = 64 times
PDF downloaded = 72 times