ANALISIS KUALITAS PELAYANAN DI KITCHEN LABORATORIUM

Nethania Adeline Setiawan, Delissa Marvel Christabella, Surya Dharma Sahputra, Gladys Olivia, Annisa Husnul Latifah

Abstract


Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan Kitchen Laboratorium Universitas Matana berdasarkan pengalaman mahasiswa Program Studi Pariwisata, staf laboran, dan asisten laboran. Menggunakan pendekatan kualitatif melalui observasi langsung dan wawancara semiterstruktur, penelitian melibatkan mahasiswa yang telah menggunakan fasilitas laboratorium serta staf pengelola yang bertanggung jawab atas operasional, pemeliharaan peralatan, dan pendampingan praktik. Analisis data mengacu pada teori SERVQUAL, teori kepuasan pengguna, dan konsep lingkungan belajar. Hasil penelitian menunjukkan bahwa empat dimensi SERVQUAL; reliability, responsiveness, assurance, dan empathy dinilai baik, ditunjukkan oleh berfungsinya peralatan besar, respons cepat staf laboran, penerapan prosedur keselamatan yang jelas, serta interaksi interpersonal yang suportif. Namun, dimensi tangibles masih lemah, terutama terkait kondisi peralatan kecil yang kurang terawat, tata ruang yang kurang efisien, ruang gerak terbatas, dan pencahayaan yang terhalang rak penyimpanan, yang berdampak pada kenyamanan dan efektivitas pembelajaran praktik. Penelitian ini merekomendasikan optimalisasi tata ruang, peningkatan pencahayaan, perawatan dan pengadaan rutin peralatan kecil, serta penguatan pengelolaan fasilitas fisik, disertai pelatihan berkelanjutan bagi staf laboran untuk menjaga kualitas layanan non-fisik yang sudah baik. Secara keseluruhan, kualitas pelayanan Kitchen Laboratorium dinilai baik, namun peningkatan aspek fisik diperlukan untuk mendukung pengalaman belajar mahasiswa secara lebih optimal.

Keywords


kualitas pelayanan, kitchen laboratorium, Universitas Matana, pelayanan praktikum, fasilitas laboratorium, pariwisata

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DOI: http://dx.doi.org/10.30813/jhp.v12i1.9726

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