ANALISIS KUALITAS PELAYANAN PRIMA TERHADAP KEPUASAN PELANGGAN PADA MEMORY COFFEE PALEMBANG

SHABINA, RAHMA (2023) ANALISIS KUALITAS PELAYANAN PRIMA TERHADAP KEPUASAN PELANGGAN PADA MEMORY COFFEE PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.

[img] Text
COVER DLL.pdf
Download (810kB)
[img] Text (BAB I PENDAHULUAN)
BAB 1.pdf
Download (281kB)
[img] Text (BAB II TINJAUAN PUSTAKA)
BAB 2.pdf
Download (165kB)
[img] Text (BAB III KEADAAN UMUM PERUSAHAAN)
BAB 3.pdf
Restricted to Repository staff only
Download (819kB) | Request a copy
[img] Text (BAB IV HASIL DAN PEMBAHASAN)
BAB 4.pdf
Restricted to Repository staff only
Download (402kB) | Request a copy
[img] Text (BAB V KESIMPULAN DAN SARAN)
BAB 5.pdf
Download (91kB)
[img] Text (DAFTAR PUSTAKA)
DAFTAR PUSTAKA.pdf
Download (37kB)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Restricted to Repository staff only
Download (0B) | Request a copy
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)

Abstract

Tujuan penelitian ini untuk mengetahui kualitas pelayanan prima terhadap pelanggan dan indikator kualitas pelayanan prima mana yang lebih dominan di Memory Coffee Palembang. Laporan ini menggunakan jenis data kualitatif yang diperoleh dari hasil observasi dan wawancara serta data kuantitatif yang diperoleh dari hasil pengolahan kuesioner. Sumber data laporan ini berasal dari data primer yang didapatkan melalui penyebaran kuesioner kepada pelanggan Memory Coffee Palembang dan data sekunder yang diperoleh dari jurnal, buku, dan data yang didapatkan dari perusahaan. Sampel yang digunakan pada penelitian ini yaitu sebanyak 100 pelanggan Memory Coffee Palembang. Metode yang digunakan yaitu metode kuantitatif dengan menggunakan skala Likert. Hasil penelitian ini menunjukkan bahwa Memory Coffee Palembang telah menerapkan indikator pelayanan prima dengan baik sehingga memperoleh total skor rata-rata 87,3% dengan interpretasi skor “Sangat Tinggi” serta kepuasan pelanggan mendapatkan total skor rata-rata 88,9% dengan interpretasi skor “Sangat Tinggi”. Indikator pelayanan prima yang paling dominan pada adalah indikator “Sikap (Attitude)” yang mendapatkan total skor 88,7% dengan interpretasi skor sangat tinggi. Hal ini menunjukkan bahwa kualitas pelayanan prima di Memory Coffee Palembang sudah sesuai dengan indikator pelayanan prima dan pelanggan sudah merasa puas dengan pelayanan yang diberikan. Memory Coffee Palembang diharapkan untuk selalu meningkatkan kualitas pelayanan, selalu konsisten dalam mempertahankan kualitas pelayanan prima dan untuk indikator “Tanggung Jawab (Accountability)” yang mendapatkan skor lebih rendah dari indikator lainnya, diharapkan untuk meningkatkan tanggung jawab yang diberikan kepada pelanggan agar menghindari pelanggan yang complain dan merasa tidak puas.

Item Type: Thesis (Other)
Uncontrolled Keywords: pelayanan prima, kualitas layanan, kepuasan pelanggan
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Divisions: Business Management > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 13 Feb 2024 04:54
Last Modified: 13 Feb 2024 04:54
URI: http://eprints.polsri.ac.id/id/eprint/14446

Actions (login required)

View Item View Item
Polsri Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.