Analisis Kepuasan Pelanggan Terhadap Pelayanan "Matchbox Too Coffee And Friends"

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.
Divisions: Faculty of Mathematics and Science > Statistics > (D3) Diploma
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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