ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY DAN KANO (STUDI KASUS BENTO KOPI UAD)

Dwi Falasifah, NIM.: 18106060033 (2022) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY DAN KANO (STUDI KASUS BENTO KOPI UAD). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

Preview	Text (ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY DAN KANO (STUDI KASUS BENTO KOPI UAD)) 18106060033_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf - Published Version Download (2MB) | Preview
	Text (ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY DAN KANO (STUDI KASUS BENTO KOPI UAD)) 18106060033_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf - Published Version Restricted to Registered users only Download (3MB) | Request a copy

Abstract

Bento Kopi UAD is a well-known cafe among young people who serves a variety of food and drinks at affordable prices for students. There are various interesting facilities such as wifi, music, no smoking area, power outlet, prayer room, bathroom, and others. However, there are still customer complaints related to the facilities and services provided such as employees who are less responsive and friendly in serving customers, long food serving times, taste of foods and waiters, prayer rooms and toilets that are not clean. Based on observations and search for problems that occur, research was conducted using Servqual and Kano in order to increase and measure the level of satisfaction. The purpose of this study is to measure the level between expectations and reality received by customers, an id of service attributes that need to be improved and upgraded, and provide suggestions for improvement. Based on the Servqual method, it is known that there is an expectation between expectations and reality with a gap value of -0.52 which means that the services provided by Bento Kopi UAD have not met customer satisfaction. Based on the Kano method, it is known that there are seven attributes that are priority improvements in the category of having smooth internet (wifi) available; a clean and comfortable prayer room is available; the ability to respond to customer complaints quickly; the quality, taste, and cleanliness of the food and drinks served are always the same; comfortable and adequate chairs and tables; responsive employees in responding to customer requests; and employees have good communication with customers.

Share this knowledge with your friends :

Actions (login required)

View Item