ANALISIS KEPUASAN PELANGGAN PADA PRODUK DAN PELAYANAN DI CAFE LOWKY GALAXY BEKASI SELATAN

AZMIRA SALSABILA, . (2025) ANALISIS KEPUASAN PELANGGAN PADA PRODUK DAN PELAYANAN DI CAFE LOWKY GALAXY BEKASI SELATAN. Diploma thesis, UNIVERSITAS NEGRI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pelanggan terhadap produk dan layanan di Café Lowky Galaxy Bekasi Selatan. Kepuasan pelanggan merupakan faktor penting dalam industri kuliner, terutama dalam menciptakan loyalitas pelanggan dan meningkatkan daya saing bisnis. Penelitian ini menggunakan metode kuantitatif dengan pendekatan survei, di mana data dikumpulkan melalui kuesioner yang disebarkan kepada 32 pelanggan Café Lowky. Analisis dilakukan untuk mengevaluasi berbagai aspek kepuasan pelanggan, termasuk fasilitas, kualitas produk, variasi menu, harga, kualitas pelayanan, dan aksesibilitas. Hasil penelitian menunjukkan bahwa mayoritas pelanggan merasa puas terhadap kualitas produk dan pelayanan yang diberikan oleh Café Lowky. Sebanyak 81,25% responden sangat puas dengan rasa makanan dan minuman yang disajikan, sementara 71,88% menyatakan bahan baku yang digunakan berkualitas. Dari segi pelayanan, 78,13% responden menyatakan sangat puas dengan keramahan pegawai, dan 71,88% merasa pesanan mereka selalu sesuai dengan deskripsi menu. Dalam aspek fasilitas, 75% responden menilai desain interior café menarik dan estetik, serta 78,13% sangat puas dengan fasilitas pendingin udara. Namun, terdapat beberapa aspek yang masih perlu ditingkatkan, seperti kapasitas parkir mobil yang hanya mendapatkan tingkat kepuasan 40,63%, inovasi dalam menu yang masih perlu ditingkatkan menurut 56,25% responden, serta fasilitas hiburan yang hanya memperoleh tingkat kepuasan 43,75%. sebaiknya melakukan survei kepuasan pelanggan secara berkala untuk terus memantau dan mengevaluasi pengalaman pelanggan. Selain itu, memanfaatkan media sosial dan platform digital untuk meningkatkan visibilitas informasi mengenai café, termasuk promosi dan penawaran khusus dan dapat membantu menarik lebih banyak pelanggan. Secara keseluruhan, Café Lowky berhasil memberikan pengalaman yang memuaskan bagi pelanggannya, tetapi masih terdapat beberapa area yang dapat ditingkatkan untuk meningkatkan kepuasan pelanggan secara lebih menyeluruh. Penelitian ini diharapkan dapat menjadi referensi bagi pemilik bisnis café dalam meningkatkan strategi layanan dan produk yang lebih optimal di masa mendatang. Kata Kunci: Kepuasan Pelanggan, Kualitas Produk, Kualitas Pelayanan, Harga, Aksesibilitas.**** This study aims to analyze customer satisfaction levels regarding products and services at Café Lowky Galaxy Bekasi Selatan. Customer satisfaction is a crucial factor in the culinary industry, particularly in fostering customer loyalty and enhancing business competitiveness. This research employs a quantitative method with a survey approach, where data was collected through questionnaires distributed to 32 Café Lowky customers. The analysis was conducted to evaluate various aspects of customer satisfaction, including facilities, product quality, menu variety, pricing, service quality, and accessibility. The results indicate that most customers are satisfied with the quality of products and services provided by Café Lowky. A total of 81.25% of respondents were very satisfied with the taste of the food and beverages served, while 71.88% stated that the ingredients used were of high quality. In terms of service, 78.13% of respondents were very satisfied with the friendliness of the staff, and 71.88% felt that their orders always matched the menu descriptions. Regarding facilities, 75% of respondents rated the café's interior design as attractive and aesthetic, and 78.13% were very satisfied with the air conditioning facilities. However, some aspects still need improvement, such as parking capacity, which only received 40.63% satisfaction, menu innovation, which still requires enhancement according to 56.25% of respondents, and entertainment facilities, which only achieved 43.75% satisfaction. It is best to conduct regular customer satisfaction surveys to continuously monitor and evaluate customer experience. In addition, utilizing social media and digital platforms to increase the visibility of information about the café, including promotions and special offers, can help attract more customers. Overall, Café Lowky has successfully provided a satisfying experience for its customers; however, certain areas can be further improved to enhance customer satisfaction comprehensively. This study is expected to serve as a reference for café business owners in developing more optimal service and product strategies in the future. Keywords: Customer satisfaction, product quality, service quality, Café Lowky, culinary industry.

Item Type:	Thesis (Diploma)
Additional Information:	1). Dr. Cucu Cahyana. S.Pd., M.Sc. ; 2). Efrina, S.TP,. M.Sc.
Subjects:	Tata Boga
Divisions:	FT > D IV Seni Kuliner dan Pengelolaan Jasa Makanan
Depositing User:	Users 27083 not found.
Date Deposited:	03 Mar 2025 05:47
Last Modified:	03 Mar 2025 05:47
URI:	http://repository.unj.ac.id/id/eprint/54282

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