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ITS » Paper and Presentation » Statistika - D3
Posted by tondoindra@gmail.com at 22/06/2015 22:12:28  •  1254 Views


ANALYSIS OF CUSTOMER SATISFACTION SERVICES AT MATCHBOX TOO COFFEE AND FRIENDS

Author :
DARI, SANDRA YUNI WULAN ( 1311030011 )




ABSTRAK

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 605 berusia pada interval 16 25 tahun 845 berprofesi sebagai mahasiswa 57 dan mempunyai pendapatan atau uang saku sebesar Rp 500.000 Rp 1.000.000 perbulan 305. Sedangkan dilihat pada variabel perilaku responden pelanggan mengetahui Matchbox Too Coffee and Friends dari teman 905 biasanya mengunjungi bersama teman 80 dan memilih Matchbox Too Coffee and Friends karena suasananya yang nyaman 535. 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.


ABSTRACT

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 605 were female 845 in the age interval at 16-25 years old 57 work as student and 305 of customers have montly revenues or allowance about Rp. 500.000 Rp. 1.000.000. While from the variable of responden behavior 905 customers know about Matchbox Too Coffee and Friends from their friends 80 customer come with their friends and 535 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.



KeywordsKualitas Pelayanan, Kepuasan Pelanggan, Analisis Kesenjangan, Customer Satisfaction Index
 
Subject:  faktor analisis
Contributor
  1. Santi Puteri Rahayu, M.Si, Ph.D
Date Create: 01/07/2014
Type: Text
Format: PDF
Language: Indonesian
Identifier: ITS-paper-13121150007572
Collection ID: 13121150007572
Call Number: RSSt 519.535 4 Dar a


Source
Paper And Presentation of Statistic RSSt 519.535 4 Dar a, 2015

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Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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