Virgiawan, Kiagus Muhamad Haekal (2025) CUSTOMER SATISFACTION AT KOPI 16 PRO. Diploma thesis, Politeknik Negeri Sriwijaya.
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Abstract
ABSTRACT This study explores customer satisfaction at Kopi 16 Pro in Palembang using the SERVQUAL model, which includes tangibles, reliability, responsiveness, assurance, and empathy. A qualitative approach was used through interviews, observations, and documentation. Results show that customers are satisfied with the ambiance and product quality, but improvements are needed in service speed and consistency. Tangibles and empathy were the most positively perceived dimensions. The findings aim to help Kopi 16 Pro enhance service quality and customer loyalty. Keywords: customer satisfaction, service quality, SERVQUAL
| Item Type: | Thesis (Diploma) |
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| Uncontrolled Keywords: | Keywords: customer satisfaction, service quality, SERVQUAL |
| Subjects: | P Language and Literature > PE English P Language and Literature > PR English literature |
| Divisions: | English > Undergraduate Theses |
| Depositing User: | Pustaka Bahasa |
| Date Deposited: | 27 Nov 2025 02:29 |
| Last Modified: | 27 Nov 2025 02:29 |
| URI: | http://eprints.polsri.ac.id/id/eprint/21434 |
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