Dari, Sandra Yuni Wulan (2014) Analisis Kepuasan Pelanggan Terhadap Pelayanan "Matchbox Too Coffee And Friends". Diploma thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Dengan Semakin banyaknya cafe dan restoran yang
bermunculan, kualitas pelayanan perlu ditingkatkan oleh pihak
“Matchbox Too Coffee and Friend” agar dapat bersaing dengan cafe
lainnya. Untuk itu, penelitian ini bertujuan untuk mengetahui
karakteristik dan kepuasan pelanggan terhadap lima dimensi pelayanan
(tangible, reliability, responsiveness, assurance, dan emphaty). Metode
yang digunakan adalah analisis statistika deskriptif, kesenjangan
(diagram kartesius dan paired test), dan Customer Satisfaction Index
(CSI). Hasil dari analisis statistika deskriptif menunjukkan bahwa
pelanggan “Matchbox Too Coffee And Friends” paling banyak adalah
perempuan (60,5%), berusia pada interval 16 – 25 tahun (84,5%),
berprofesi sebagai mahasiswa (57%) dan mempunyai pendapatan atau
uang saku sebesar Rp 500.000 – Rp 1.000.000 perbulan (30,5%).
Sedangkan dilihat pada variabel perilaku responden, pelanggan
mengetahui “Matchbox Too Coffee and Friends” dari teman (90,5%),
biasanya mengunjungi bersama teman (80%), dan memilih “Matchbox
Too Coffee and Friends” karena suasananya yang nyaman (53,5%).
Berdasarkan hasil analisis kesenjangan terdapat pelayanan yang perlu
ditingkatkan pada masing-masing dimensi pelayanan (terdapat
perbedaan yang signifikan antara harapan dan kenyataan). Secara
keseluruhan, Customer Satisfaction Index (CSI) yang diperoleh
mengidentifikasikan bahwa pelanggan puas terhadap pelayanan
“Matchbox Too Coffee and Friends”. ========== Accompanying As the amount of cafe and restaurant that
developing bigger and bigger, “Matchbox Too Coffee and Friends” to
increasing the quality of the product in order to compete with the other
cafes. The purpose of this research is want to know about the customer
characteristic and customer satisfaction of “Matchbox Too Coffee and
Friends” based on five dimentions of services which are tangible,
reliability, responsiveness, assurance, dan emphaty. This research is
using descriptive analysis, gap analysis (kartesius chart and paired test)
and Cutomer Satisfation Index (CSI). Descriptive analysis result
indicated that most customer customer of “Matchbox Too Coffee and
Friends” who usualy come in 60,5% were female, 84,5% in the age
interval at 16-25 years old, 57% work as student, and 30,5% of
customers have montly revenues or allowance about Rp. 500.000 – Rp.
1.000.000. While from the variable of responden behavior, 90,5%
customers know about “Matchbox Too Coffee and Friends” from their
friends, 80% customer come with their friends, and 53,5% because its
have comfortable enviroment. Based on gap analysis we know that still
many services which need improvement in each dimentions. Overall,
Customer Satisfaction Index (CSI) analysis stated identification that all
of the customers feel satisfied with the service of “Matchbox Too Coffee
and Friends”.
| Item Type: | Thesis (Diploma) |
|---|---|
| Additional Information: | RSSt 519.535 4 Dar a |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan, Analisis Kesenjangan, Customer Satisfaction Index, Gap Analysis, Customer Satisfaction Index, Service Quality, Customer Satisfaction. |
| Subjects: | Q Science > QA Mathematics > QA278.5 Principal components analysis. Factor analysis. Correspondence analysis (Statistics) |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49401-(D3) Diploma 3 |
| Depositing User: | - Davi Wah |
| Date Deposited: | 04 Jul 2019 05:57 |
| Last Modified: | 04 Jul 2019 05:57 |
| URI: | http://repository.its.ac.id/id/eprint/63322 |
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