IMPLEMENTASI CUSTOMER RELATIONS PADA SERVICE EXCELLENCE BARISTA COFFEE SHOP PREMIUM DALAM MEMPERTAHANKAN LOYALITAS PELANGGAN (Studi deskriptif kualitatif Service excellence barista Starbucks Coffee Depok Mall)

REPI, OCKTALIN MERRY NETANEEL (2024) IMPLEMENTASI CUSTOMER RELATIONS PADA SERVICE EXCELLENCE BARISTA COFFEE SHOP PREMIUM DALAM MEMPERTAHANKAN LOYALITAS PELANGGAN (Studi deskriptif kualitatif Service excellence barista Starbucks Coffee Depok Mall). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

One of the places to spend time with family and relatives or to do work or to spend free time nowadays is a coffee shop or Coffee Shop is a place that sells various drinks and food products, this has become a lifestyle for people, and is growing very rapidly, thus encouraging many competitors from executive or premium brands and local coffee shops, so it is necessary to provide excellent service or service excellence to maintain customer loyalty. This research aims to determine the Implementation of Customer Relations in Premium Coffee Shop Barista Service Excellence in Maintaining Customer Loyalty (Qualitative descriptive study of Starbucks Coffee Depok Mall Barista Service Excellence to Customers. This research uses a descriptive qualitative method of the constructivist paradigm. The Conclusion,with the Ability, Starbucks Depok Mall partners have and hone their skills. Friendly attitude and polite language towards consumers when interacting to create a positive and friendly impression. Appearance, that is, a barista must have a neat and attractive appearance is very important. Attention is a feeling of concern for customers that is related to customer wants and needs. Action is action taken to maintain cleanliness. Accountability (responsibility) by being responsible for receiving customer complaints. From very friendly and sincere service, it makes customers feel safe and at ease so that they make Starbucks their third home after being tired from work and become a third home for customers, thereby building strong relationships marked by strong purchases from customers. Keywords: Customer Relations, Service Excellence, Customer Loyalty Salah satu tempat untuk menghabiskan waktu bersama keluarga dan kerabat atau untuk mengerjakan pekerjaan atau untuk menghabiskan waktu luangsaat ini adalahcoffee shop atau Toko Kopi adalah suatu tempat yang menjual berbagai minuman maupun produk makanan, ini sudah menjadi gaya hidup bagi orang-orang, dan berkembang sangat pesat,sehingga mendorong banyaknya competitor yang ada brand executive atau premium maupun Coffee Shop local untuk itu perlu dilakukannya pelayanan yang prima atau service excellence untuk mempertahankan loyalitas pelanggan. Penelitian ini bertujuan mengetahui Implementasi Customer Relations Pada Service Excellence Barista Coffee Shop Premium Dalam Mempertahankan Loyalitas Pelanggan (Studi deskriptif kualitatif Service excellence barista Starbucks Coffee Depok Mall kepada Pelanggan. Penelitian ini menggunakan metode kualitatif deskriptif paradigm postpositivisme. Kesimpulan dengan adanya Ability (Kemampuan) partner Starbucks Depok Mallmemiliki danmengasah skill yang dimiliki. Attitude (Sikap) yang ramah dan bahasa yang sopan kepada konsumen ketika berinteraksi agar menciptakan kesan yang positif dan bersahabat. Appearance (penampilan) yaitu sesorang barista harus berpenampilan yang rapih dan menarik penampilan sangat penting. Attention (perhatian) adalah rasa peduli terhadap pelanggan yang berhubungan dengan keinginan dan kebutuhan pelanggan. Action (tindakan) yaitu dengan tindakan yang dilakukan untukmenjaga kebersihan. Accountability (tanggung jawab) dengan bertanggung jawab menerima komplain pelanggan. Dari pelayananyang sangat ramah dan tulus membuat customer merasa aman dan tentram sehingga mereka menjadikan Starbucks rumah ketiga setelah penat dari pekerjaan sehingga membangun relasi yang kuat ditandai dengan pembelian yang kuat dari pelanggan. Kata Kunci : Customer Relation, Service Excellence, LoyalitasPelanggan

Item Type: Thesis (S1)
Call Number CD: FK/PKP. 24 034
NIM/NIDN Creators: 44319110027
Uncontrolled Keywords: Customer Relation, Service Excellence, LoyalitasPelanggan
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
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
Divisions: Fakultas Ilmu Komunikasi > Periklanan dan Komunikasi pemasaran
Depositing User: khalimah
Date Deposited: 09 Aug 2024 07:43
Last Modified: 09 Aug 2024 07:43
URI: http://repository.mercubuana.ac.id/id/eprint/90112

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