IVANA, ALODIA (2021) “PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI KEDAI KOPI FEEL GOOD’S SEMANAN (Survey Pada Pelanggan Kedai Kopi Feel Good’s Periode Agustus-Oktober 2020)”. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Along with the development of increasingly modern times, not only people's lifestyle changes, the growth of coffee shops is also increasing rapidly. Coffee is no longer just relieving sleepiness, but has become a necessity. Feel Good's coffee shop, which is located in Semanan, West Jakarta, also took part in introducing coffee to the public with a concept that is attractive to its customers. The many variants of coffee with side dishes that are served make customers more comfortable enjoying coffee. To be able to compete in this increasingly tight coffee business, this coffee shop innovates by providing offers around attractive products, quality services, and facilities that support customer convenience including Wifi, Live Music, and a comfortable dine-in place. This attracted the attention of researchers to determine the extent of the influence of Service Quality on Customer Satisfaction at Feel Good's Semanan Coffee Shop. This study uses Interpersonal Theory, Coordinated Management of Meaning Theory, and S-O-R Theory. The method of this research is a survey, which is compiled through distributing questionnaires which use a quantitative approach. The result of this research is that service quality consisting of reliability, responsiveness, assurance, empathy, and physical evidence has a significant effect on customer satisfaction.. Keywords: Service Quality (Reliability, Responsiveness, Assurance, Empathy, Tangibles), Customer Satisfaction. Seiring perkembangan zaman yang semakin modern, bukan hanya gaya hidup masyarakat yang berubah, pertumbuhan kedai kopi pun semakin pesat. Kopi bukan lagi hanya menjadi penghilang kantuk, namun sudah menjadi suatu kebutuhan. Kedai kopi Feel Good’s yang berlokasi di Semanan Jakarta Barat pun turut mengambil andil dalam memperkenalkan kopi kepada masyarakat dengan konsep yang menarik bagi pelanggannya. Banyaknya varian kopi dengan makanan pendamping yang disajikan membuat pelanggan semakin nyaman dalam menikmati kopi. Untuk dapat bersaing di bisnis kopi yang semakin ketat ini, kedai kopi ini berinovasi dengan memberikan penawaran-penawaran seputar produk yang menarik, pelayanan berkualitas, serta fasilitas yang menunjang kenyamanan pelanggan diantaranya Wifi, Live Music, dan tempat dine-in yang nyaman. Hal tersebut menarik perhatian peneliti untuk mengetahui sejauh mana Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kedai Kopi Feel Good’s Semanan. Penelitian ini menggunakan Teori Interpersonal, Teori Coordinated Management of Meaning, dan Teori S-O-R. Metode dari penelitian ini adalah survey, yang dihimpun melalui penyebaran kuesioner yang mana menggunakan pendekatan kuantitatif. Hasil dari penelitian ini adalah bahwa kualitas pelayanan yang terdiri dari kehandalan, daya tanggap, jaminan, empati, dan bukti fisik memiliki pengaruh yang signifikan terhadap kepuasan pelanggan. Kata Kunci : Kualitas Pelayanan (Reliability, Responsiveness, Assurance, Empathy, Tangibles), Kepuasan Pelanggan.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44215010091 |
| Uncontrolled Keywords: | Kualitas Pelayanan (Reliability, Responsiveness, Assurance, Empathy, Tangibles), Kepuasan Pelanggan. |
| 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 > 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 |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 15 Mar 2022 04:11 |
| Last Modified: | 19 Jun 2023 05:18 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/57979 |
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