ANALISIS KUALITAS PELAYANAN KNOTTS INDONESIA DALAM MEMBENTUK KEPUASAN PELANGGAN

ARIKENDA, ANDRISA SHALIARA PUTRI (2023) ANALISIS KUALITAS PELAYANAN KNOTTS INDONESIA DALAM MEMBENTUK KEPUASAN PELANGGAN. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Service quality holds an important role in terms of increasing the productivity of a company, especially in the Food and Beverages (F&B) sector. One of the company that emphasizes service quality is KNOTTS Indonesia. The purpose of this study is to determine the service quality of KNOTTS Indonesia on increasing customers’ satisfaction. The theoretical study section includes five previous researches that focus on service quality and customer satisfaction. This research used the dimensions of service quality according to Lupiyoadi and Hamdani which are divided into five sections starting from tangible, reliablity , responsiveness, assurance and facilities. This study use a postpositivism paradigm, through a qualitative descriptive method. The research subjects consisted of 8 informants. Data collection techniques include primary data which includes interviews & observations and secondary data include literature & documentation studies. The data analysis technique using data reduction, data presentation and drawing conclusions. For the data checking is using technique and source triangulation. The research shows that KNOTTS Indonesia has implemented existing service quality dimensions such as direct evidence, constraints, responsiveness, guarantees and facilities. Even though KNOTTS Indonesia does not have clear SOPs, KNOTTS Indonesia continues to carry out good procedures through employee initiative. Keywords: Service Quality, Customer Satisfaction, Brand Reputation. Kualitas pelayanan memegang peranan penting dalam hal peningkatan produktivitas suatu perusahaan, khususnya perusahaan yang bergerak di bidang Food and Beverages (F&B). Salah satu perusahaan yang mementingkan kualitas pelayanan adalah KNOTTS Indonesia. Tujuan dari penelitian ini adalah untuk mengetahui kualitas pelayanan KNOTTS Indonesia dalam meningkatkan kepuasan pelanggan. Pada bagian kajian teriotis meliputi lima penelitian terdahulu yang berfokus kepada kualitas pelayanan dan kepuasan pelanggan. Pada penelitian ini menggunakan dimensi kualitas pelayanan menurut Lupiyoadi dan Hamdani yang terbagi menjadi lima bagian mulai dari bukti langsung, kendala, ketanggapan, jaminan dan sarana. Penelitian ini menggunakan paradigma postpositivisme, dengan pendekatan kualitatif melalui metode deskriptif kualitatif. Adapun subjek penelitian yang terdiri dari 8 informan. Teknik pengumpulan data meliputi data primer yang meliputi wawancara & observasi dan data sekunder sendiri meliputi studi literatur & dokumentasi. Teknik analisis data yang digunakan adalah reduksi data, penyajian data dan menarik kesimpulan. Untuk teknik pemeriksaan kebashan data menggunakan triangulasi teknik dan sumber. Hasil penelitian menunjukkan bahwa KNOTTS Indonesia sudah menerapkan dimensi kualitas pelayanan yang ada seperti bukti langsung, kendala, ketanggapan, jaminan dan juga sarana. Walaupun pada KNOTTS Indonesia belum terdapat SOP yang jelas, tetapi KNOTTS Indonesia sendiri tetap melakukan prosedur yang baik melalui keinisiatifan karyawan. Kata Kunci : Kualitas Pelayanan, Kepuasan Pelanggan, Citra.

Item Type: Thesis (S1)
Call Number CD: FK/PR. 23 002
Call Number: SK/42/23/013
NIM/NIDN Creators: 44219010104
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan, Citra.
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/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 > 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: ADELINA HASNA SETIAWATI
Date Deposited: 02 Mar 2023 09:11
Last Modified: 02 Mar 2023 09:11
URI: http://repository.mercubuana.ac.id/id/eprint/74568

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