Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2021
Evaluation of Service Quality for Continuous Improvement: A Study of Duduk Cerita Coffee In Cimahi
Skripsi, 010 / 2021 / MPI
Undergraduate Theses from JBPTPPOLBAN / 2023-01-02 12:23:27
Oleh : Gabrillia Bintang Mayaputri - 175264009 (gabrillia.bintang.mpem417@polban.ac.id)
Dibuat : 2023-01-02, dengan 4 file
Keyword : Service Quality, Coffee Shop, Strategy Development, SERVQUAL, Performance
The development of the coffee industry and the competition between coffee shops are getting stronger. However, many newly opened coffee shops pose a threat and even fail. Measuring the quality of coffee shop services is very important to create value in competing with competitors. This study aims to measure the quality of service in Duduk Cerita Coffee Cimahi. Service quality is measured to determine which dimensions are good and need to be improved for customer satisfaction and strategy development. The data collected were 230 respondents to the visitors of Duduk Cerita Coffee through an online questionnaire. Measurement of service quality using SERVQUAL by measuring the performance of the service. The method used in this study is a descriptive method with a quantitative approach. The data processing of this research uses SPSS Statistics 25. The results show that the assurance dimension has the highest average compared to other dimensions with very high categories followed by tangible and reliability. The dimensions of responsiveness and empathy are in the high category, and they can make service improvements. This study is only limited to Duduk Cerita Coffee, and further research can adapt it to its business needs. Keywords: Service Quality, Coffee Shop, Strategy Development, SERVQUAL, Performance.
Undergraduate Theses from JBPTPPOLBAN / 2023-01-02 12:23:27
Oleh : Gabrillia Bintang Mayaputri - 175264009 (gabrillia.bintang.mpem417@polban.ac.id)
Dibuat : 2023-01-02, dengan 4 file
Keyword : Service Quality, Coffee Shop, Strategy Development, SERVQUAL, Performance
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Deskripsi Alternatif :The development of the coffee industry and the competition between coffee shops are getting stronger. However, many newly opened coffee shops pose a threat and even fail. Measuring the quality of coffee shop services is very important to create value in competing with competitors. This study aims to measure the quality of service in Duduk Cerita Coffee Cimahi. Service quality is measured to determine which dimensions are good and need to be improved for customer satisfaction and strategy development. The data collected were 230 respondents to the visitors of Duduk Cerita Coffee through an online questionnaire. Measurement of service quality using SERVQUAL by measuring the performance of the service. The method used in this study is a descriptive method with a quantitative approach. The data processing of this research uses SPSS Statistics 25. The results show that the assurance dimension has the highest average compared to other dimensions with very high categories followed by tangible and reliability. The dimensions of responsiveness and empathy are in the high category, and they can make service improvements. This study is only limited to Duduk Cerita Coffee, and further research can adapt it to its business needs. Keywords: Service Quality, Coffee Shop, Strategy Development, SERVQUAL, Performance.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
| Telepon | 022 201 3789 ext. 168, 169, 239 |
| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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Kontributor...
- Supervisor: Drs. Agustinus C. Februadi, M.Phil., Ph.D.
Co-Supervisor: Nugroho Hardiyanto, S.E., M.Si., Editor: Erlin Arvelina
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File : CHAPTER 2 - 175264009.pdf
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File : CHAPTER 5 - 175264009.pdf
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