Pengukuran Kepuasan Pelanggan Menggunakan Servqual di Spinelli Coffee Gandaria

Authors

  • Nami Fitricia Pasaribu Bina Nusantara Univerisity

DOI:

https://doi.org/10.21512/bbr.v4i1.1410

Keywords:

Servqual, coffee shop, satisfaction, best service, feedback

Abstract

Customers satisfaction to service and or tangible products provide by coffee shop could be a distinctive phenomenon to a company. To give in-depth insight for this issue, the study and SERVQUAL approach was valued to help Spinelli Coffee to give their best service. Using interview and questtionaire, it is hoped to bridge
customers needs to providers. In a hope of customers expectation and perceive synchronization onto the service. Result of innovative output such as on-line feedback from customers to the company to acknowledge market demand was an intetion from this study.

Author Biography

Nami Fitricia Pasaribu, Bina Nusantara Univerisity

Hotel Management

References

Parasuraman, e. a. (1998). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, Vol. 64, No. 1, 12-40.

Fitzsimmons. (2011). Service Management: Operations, strategy, Information Technology.

Zeithaml, e. a. (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science (hal. 21 (1), 1 - 12).

http://digilib.petra.ac.id/viewer.php?submit.x=10&submit.y=12&page=6&qual=high&submitval=prev &fname=%2Fjiunkpe%2Fs1%2Fhotl%2F2008%2Fjiunkpe-ns-s1-2008-33403125-9845coffee_shop-chapter2.pdf

Ecimirnawati. (2010). Persepsi Konsumen Terhadap Suatu Produk. Web Blog bidang Pendidikan, diakses 8 Februari 2012 dari http://ecimirnawati.wordpress.com/2010/11/30/persepsikonsumen-terhadap-suatu-produk

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http://Classes.bus.oregonstate.edu/ba302/reitsma/quality.html&docid=yEuSXs43WT3MHM&imgurl

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http://digilib.petra.ac.id/viewer.php?page=1&submit.x=0&submit.y=0&qual=high&fname=/jiunkpe/s 1/hotl/2008/jiunkpe-ns-s1-2008-33403125-9845-coffee_shop-chapter3.pdf

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Published

2013-05-31
Abstract 327  .
PDF downloaded 201  .