Putri Elmiranda Sunardi, . (2024) STRATEGI PENINGKATAN KUALITAS LAYANAN MENGGUNAKAN METODE SERVICE QUALITY, STRUCTURAL EQUATION MODELLING, DAN IMPORTANCE PERFORMANCE ANALYSIS PADA KOPI JANJI JIWA JILID 0062. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The increasing number of coffee consumption in Indonesia has made business people increasingly active in continuing to build coffee outlets in various regions. One of them is Janji Jiwa Coffee. Coffee lovers will always feel satisfied if what they get from a coffee shop matches what they expected. If something is not appropriate, complaints will arise which will be received by the coffee shop owner. Throughout 2023, Kopi Janji Jiwa Volume 0062 received 295 complaints from orders via the online application. This is a real concern, especially for coffee shop managers. This research was conducted to provide suggestions for improvements regarding service quality that can be carried out by Kopi Janji Jiwa Volume 0062 in the future. With the SERVQUAL method to analyze the gap between customer perceptions and expectations, the SEM method to analyze the relationship between factors that influence service quality, and suggestions will be obtained from the results of priority improvements in the IPA method analysis. The proposed improvements resulting from this research are training for the entire menu, conducting competitor reviews with brands that are currently on the rise, regularly briefing outlet crew regarding product presentation (in terms of taste, packaging, suitability to consumer orders, etc.), and update the Service procedures.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2010312054] [Pembimbing: Donny Montreano] [Penguji 1: Muhamad As'adi] [Penguji 2: Yulizar Widiatama] |
| Uncontrolled Keywords: | Service Quality, SERVQUAL, SEM, IPA |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | PUTRI ELMIRANDA SUNARDI |
| Date Deposited: | 31 Jul 2024 07:59 |
| Last Modified: | 01 Aug 2024 09:38 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31842 |
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