ANALISA FAKTOR-FAKTOR YANG MEMPENGARUHI PEMBERIAN TIP OLEH PELANGGAN ASING PADA METODE SELF SERVICE DI STARBUCKS COFFEE DISCOVERY MALL-BALI DAN METODE TABLE SERVICE DI THE WAVE COFFEE BAR-BALI

Monika Kristanti, Rosilia Mandias, Monika Kristanti




Abstract


Tip is usually given by customers to the waiter in a restaurant or cafe. In order to know the factors that influence foreigner customers in giving tip at Starbucks Coffee Discovery Mall and The Wave Coffee Bar Bali that the two cafés implement different service method, self-service and table service, interview is done to the foreigner customers. The result shows the factors that influence tip giving are service quality, staff friendliness, and customer's mood.


Abstract in Bahasa Indonesia :

Tip diberikan oleh pelanggan domestik maupun mancanegara kepada waiter di suatu restoran atau kafe. Untuk mengetahui faktor-faktor yang mempengaruhi pelanggan, khususnya customer asing dalam memberikan tip di Starbucks Coffee Discovery Mall dan The Wave Coffee Bar Bali, dimana kedua kafe tersebut menerapkan metode servis yang berbeda, self-service dan table service, maka dilakukan wawancara terhadap para pelanggan asing. Didapatkan hasil bahwa faktor-faktor yang mempengaruhi pemberian tip adalah kualitas servis, keramahan karyawan, dan mood pelanggan.

Kata kunci: tip, self service, table service, starbucks coffee discovery mall-bali, the wave coffee bar-bali.


Keywords


tip, self-service, table service, starbucks coffee discovery mall, the wave coffee bar.

Full Text: PDF

The Journal is published by The Institute of Research & Community Outreach - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of National Education - Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen Perhotelan, ISSN: 0216-6283

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