ALFADH, ATHARIC (2025) ANALISIS KEPUASAN PELANGGAN DI MUST BREAK COFFEE AND EATERY. S1 thesis, Universitas Mercu Buana.
|
Text (HAL COVER)
01 COVER.pdf Download (404kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
02 BAB 1.pdf Restricted to Registered users only Download (163kB) |
|
|
Text (BAB II)
03 BAB 2.pdf Restricted to Registered users only Download (286kB) |
|
|
Text (BAB III)
04 BAB 3.pdf Restricted to Registered users only Download (308kB) |
|
|
Text (BAB IV)
05 BAB 4.pdf Restricted to Registered users only Download (558kB) |
|
|
Text (BAB V)
06 BAB 5.pdf Restricted to Registered users only Download (21kB) |
|
|
Text (DAFTAR PUSTAKA)
07 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (77kB) |
|
|
Text (LAMPIRAN)
08 LAMPIRAN.pdf Restricted to Registered users only Download (134kB) |
Abstract
This study aims to analyze customer satisfaction at Must Break Coffee and Eatery using the Service Quality (Servqual) method, which compares customer perceptions and expectations across five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research applies a quantitative approach, with data collected through questionnaires distributed to 100 respondents who are customers of Must Break Coffee and Eatery. Data analysis includes validity and reliability testing, Servqual score calculation, and identification of improvement priorities. The results show that all service dimensions have negative gap values, indicating that the service quality has not fully met customer expectations. The tangibles dimension recorded the largest gap (-0.40), suggesting the need for improvements in physical facilities. Conversely, the assurance dimension had the smallest gap (-0.10), indicating a relatively good level of customer trust and sense of security. These findings can serve as a reference for management to develop service improvement strategies, particularly in dimensions with lower scores, to enhance overall customer satisfaction. Keywords: Customer satisfaction, Service quality, Servqual, Must Break Coffee and Eatery Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pelanggan di Must Break Coffee and Eatery menggunakan metode Service Quality (Servqual) yang membandingkan persepsi dan harapan pelanggan pada lima dimensi kualitas pelayanan, yaitu tangible, reliability, responsiveness, assurance, dan empathy. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner yang disebarkan kepada 100 responden yang merupakan pelanggan Must Break Coffee and Eatery. Analisis data dilakukan menggunakan uji validitas, reliabilitas, dan perhitungan skor Servqual, serta dilengkapi dengan identifikasi prioritas perbaikan. Hasil penelitian menunjukkan bahwa seluruh dimensi pelayanan memiliki nilai gap negatif, yang berarti kualitas pelayanan belum sepenuhnya memenuhi harapan pelanggan. Dimensi tangible memiliki gap terbesar (-0,40) yang mengindikasikan perlunya peningkatan pada aspek fasilitas fisik. Sebaliknya, dimensi assurance memiliki gap terkecil (-0,10), menunjukkan bahwa rasa aman dan kepercayaan pelanggan tergolong baik. Temuan ini dapat menjadi acuan bagi manajemen dalam menyusun strategi peningkatan layanan, khususnya pada dimensi dengan nilai rendah, guna meningkatkan kepuasan pelanggan secara menyeluruh. Kata Kunci: Kepuasan pelanggan, Kualitas pelayanan, Servqual, Must Break Coffee and Eatery
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 25 077 |
| NIM/NIDN Creators: | 41621010037 |
| Uncontrolled Keywords: | Customer satisfaction, Service quality, Servqual, Must Break Coffee and Eatery |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder 700 Arts/Seni, Seni Rupa, Kesenian > 720 Architecture/Arsitektur > 725 Public Structures Architecture/Arsitektur Struktur Umum > 725.7 Refreshment Facilities and Park Structures/Arsitektur Fasilitas Refreshing > 725.71 Restaurant Buidings/Rumah Makan |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Pandu Risdiyanto |
| Date Deposited: | 26 Sep 2025 01:16 |
| Last Modified: | 26 Sep 2025 01:16 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/98323 |
Actions (login required)
 |
View Item |
