FRONTLINE EMPLOYEE PERFORMANCE ANALYSIS IN X BAKERY

In running a business, service plays an important role in satisfying their customer. The company that will be the object of this research is a bakery that not only produce bread but also responsible in selling their products. There are complaints regarding the service that the bakery serves in their company. Improving the service quality delivered is the objective of this study, this research is done by identifying customer needs and creating an assessment form in order for the company to improve their service quality. The improvement of service quality is done by using the concept of service quality that is developed by Parasuraman. The customer perspective of service is identified by using the questionnaire and the perspective of service by the company is represented by the outlet crew and supervisor. The analysis of the data gathered will be done by gap analysis that is based on the gap model and relative frequency in order to create key performance indicator and its weight as a reference for the company to improve their service quality. From the result carried out then the key performance indicator will be used as an input for the assessment form which will be used as a reference of the company to be able to know which of the customer criteria that should be further improved. Which are among the criteria of speed, friendly, product knowledge, product description, transaction skill, and keen for cashier and speed, friendly, product knowledge, product description, recommendation skill, and professionalism for the front desk officer