"PERSEPSI PELANGGAN TERHADAP PELAYANAN DI KEDAI KOPI DIALOGUE RANGKASBITUNG"

PUTRI, ALFU RIZKIA (2020) "PERSEPSI PELANGGAN TERHADAP PELAYANAN DI KEDAI KOPI DIALOGUE RANGKASBITUNG". S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

In the current era of globalization, the culture, mobility, and lifestyle of Indonesian people change because they are influenced by outside cultures. Along with the increased mobility and lifestyle, especially in big cities in Indonesia, the growth of coffee shops has become quite rapid. At present, there are many coffee shops that are scattered in various regions, especially in big cities like Jakarta, Bandung, Yogyakarta, Surabaya, and Bali, but in fact the rise of coffee shops does not only occur in big cities but in small cities wrong the only city is Rangkasbitung. In the business of coffee shop business has a characteristic in making coffee, providing a variety of coffee from various regions in Indonesia, as well as the services provided. This attracted the attention of researchers to determine customer perceptions of service at the coffee shop. The purpose of this study is "To find out how customers' perceptions of service in the Rangkasbitung Dialogue coffee shop". Perception influences several factors Motives, Interests, Experiences, Expectations. This research uses the positivism paradigm, the method used is survey method with quantitative descriptive approach. The subjects in this study were customers of Kedai Kopi Dialogue Rangkasbitung. Respondents in this study were 98 people. Data collection in this study was obtained through questionnaires filled out by respondents and literature studies and study of reference books relating to research problems. The results of this study are positive customer perceptions of the services provided by Kedai Kopi Rangkasbitung Dialogue. But some respondents considered that there was something lacking in the infrastructure available at Dialogue Coffee Shops, and also some respondents considered that there was something lacking in the services provided by Dialogue Coffee Shops, namely on guarantees given for negligence by employees. Keywords: Consumer Perception, Customers, Services Pada zaman globalisasi sekarang ini budaya, mobilitas, dan gaya hidup masyarakat Indonesia berubah karena dipengaruhi oleh budaya luar. Seiring dengan meningkatnya mobilitas dan gaya hidup khususnya di kota-kota besar Indonesia, pertumbuhan Coffee shop pun menjadi cukup pesat. Pada saat ini, banyak berdiri kedai-kedai kopi yang tersebar di berbagai daerah khususnya di kota-kota besar seperti Jakarta, Bandung, Yogyakarta, Surabaya, dan Bali, namun ternyata maraknya kedai kopi tidak hanya terjadi di kota besar saja tapi di kota kecil salah satunya kota Rangkasbitung. Dalam usaha bisnis coffee shop memiliki ciri khas dalam pembuatan kopi, menyediakan berbagai macam kopi dari berbagai daerah di Indonesia, serta pelayanan yang diberikan. Hal ini menarik perhatian peneliti untuk mengetahui persepsi pelanggan terhadap pelayanan di kedai kopi tersebut. Tujuan penelitian ini adalah “Untuk mengetahui bagaimana persepsi pelanggan terhadap pelayanan di kedai kopi Dialogue Rangkasbitung”. Persepsi mempengaruhi beberapa faktor Motives, Interest, Exsperiences, Expectations. Penelitian ini menggunakan paradigma positivisme, metode yang digunakan yaitu metode survey dengan pendekatan deskriptif kuantitatif. Subjek pada penelitian ini adalah pelanggan Kedai Kopi Dialogue Rangkasbitung. Responden pada penelitian ini berjumlah 98 orang. Pengumpulan data dalam penelitian ini diperoleh memalui kuesioner yang diisi oleh responden dan studi kepustakaan dan mempelajari buku-buku referensi yang berkaitan dengan permasalahan penelitian. Hasil dari penelitian ini adalah persepsi pelanggan positif terhadap pelayanan yang di berikan oleh Kedai Kopi Dialogue Rangkasbitung. Tetapi beberapa responden menilai ada yang kurang pada prasarana yang tersedia di Kedai Kopi Dialogue, dan juga beberapa responden menilai bahwa ada yang kurang pada pelayanan yang di berikan oleh Kedai Kopi Dialogue yaitu pada jaminan yang diberikan atas kelalaian oleh karyawan. Kata kunci : Persepsi Konsumen, Pelanggan, Pelayanan

Item Type: Thesis (S1-Sarjana)
NIM: 44215010059
Uncontrolled Keywords: Persepsi Konsumen, Pelanggan, Pelayanan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 650.1-650.9 Standard Subdivisions of Management, Public Relations, Business and Auxiliary Service/Subdivisi Standar Dari Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 06 Jul 2020 04:18
Last Modified: 06 Jul 2020 04:18
URI: http://repository.mercubuana.ac.id/id/eprint/56203

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