PENGARUH PELAYANAN TERHADAP KEPUASAN PELANGGAN Studi Kasus : KAFE KOPI COMEBACK

Dida Muhammad Erlangga, . (2026) PENGARUH PELAYANAN TERHADAP KEPUASAN PELANGGAN Studi Kasus : KAFE KOPI COMEBACK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text Cover.pdf Download (833kB)
	Text Bab 1.pdf Download (643kB)
	Text Bab 2.pdf Restricted to Registered users only Download (271kB) | Request a copy
	Text Bab 3.pdf Restricted to Registered users only Download (293kB) | Request a copy
	Text Bab 4.pdf Restricted to Registered users only Download (232kB) | Request a copy
	Text Bab 5.pdf Restricted to Registered users only Download (168kB) | Request a copy
	Text Daftar Pustaka.pdf Download (194kB)
	Text Lampiran.pdf Restricted to Registered users only Download (786kB) | Request a copy

Abstract

Penelitian ini dilatarbelakangi oleh pentingnya pelayanan dalam meningkatkan kepuasan pelanggan di Kafe Kopi Comeback Hotel Bidakara Jakarta. Sebagai perusahaan yang bergerak di bidang jasa, kualitas pelayanan menjadi faktor utama dalam menciptakan pengalaman yang positif bagi pelanggan. Pelayanan yang baik meliputi keramahan, kecepatan, ketepatan, serta kemampuan karyawan dalam memenuhi kebutuhan pelanggan. Pelanggan yang memperoleh pelayanan sesuai harapan cenderung merasa puas dan memiliki keinginan untuk kembali berkunjung. Sebaliknya, pelayanan yang kurang baik dapat menimbulkan ketidakpuasan dan mengurangi minat pelanggan untuk datang kembali. Oleh karena itu, pelayanan menjadi aspek penting yang perlu terus ditingkatkan oleh perusahaan. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh pelayanan terhadap kepuasan pelanggan di Kafe Kopi Comeback Hotel Bidakara Jakarta. Kepuasan pelanggan menjadi fokus utama karena berperan dalam membentuk loyalitas pelanggan terhadap perusahaan. Pelanggan yang puas cenderung melakukan pembelian ulang dan merekomendasikan Kafe Kopi Comeback kepada orang lain. Hasil penelitian ini diharapkan dapat memberikan gambaran mengenai pentingnya kualitas pelayanan dalam meningkatkan kepuasan pelanggan. Selain itu, penelitian ini juga diharapkan menjadi bahan evaluasi bagi pihak manajemen dalam meningkatkan kualitas pelayanan. Dengan demikian, perusahaan dapat mempertahankan pelanggan dan meningkatkan daya saingnya. Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Populasi penelitian adalah pelanggan yang pernah berkunjung ke Kafe Kopi Comeback Hotel Bidakara Jakarta. Teknik pengambilan sampel menggunakan purposive sampling berdasarkan kriteria yang telah ditentukan. Data diperoleh melalui penyebaran kuesioner kepada responden dan dianalisis menggunakan teknik statistik untuk menguji hipotesis penelitian. Pendekatan kuantitatif digunakan untuk mengetahui hubungan antara variabel pelayanan dan kepuasan pelanggan. Hasil penelitian diharapkan dapat memberikan manfaat secara akademis maupun praktis bagi pengembangan kualitas pelayanan di industri jasa. ***** This study is motivated by the importance of service quality in improving customer satisfaction at Kopi Comeback Café, Hotel Bidakara Jakarta. As a business operating in the service industry, the café relies on customer satisfaction to maintain its competitiveness and business sustainability. Good service includes employees' friendliness, promptness, accuracy, and ability to meet customers' needs. Customers who receive services that meet their expectations are more likely to feel satisfied and revisit the café. In contrast, poor service may lead to dissatisfaction and reduce customers' intention to return. Therefore, service quality is considered an important factor that must be continuously improved. This study aims to examine and analyze the influence of service quality on customer satisfaction at Kopi Comeback Café, Hotel Bidakara Jakarta. Customer satisfaction is the main focus of this study because it plays an important role in building customer loyalty. Satisfied customers are more likely to make repeat purchases and recommend the café to others. The findings of this study are expected to provide an overview of the importance of service quality in enhancing customer satisfaction. In addition, the results are expected to serve as an evaluation for the management in improving the quality of services provided. Ultimately, improving service quality is expected to help the café retain customers and strengthen its competitiveness. This study employs a descriptive research method with a quantitative approach. The population consists of customers who have visited Kopi Comeback Café, Hotel Bidakara Jakarta. The sample was selected using a purposive sampling technique based on predetermined criteria. Data were collected through questionnaires distributed to the respondents and analyzed using statistical techniques to test the proposed hypotheses. The quantitative approach was used to examine the relationship between service quality and customer satisfaction. The findings are expected to contribute both academically and practically to the improvement of service quality in the food and beverage industry.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Rusfadia Saktiyanti Jahja, M. Si; 2). Dr. Phil. Umar Baihaqki, M. Si.
Subjects:	Ilmu Sosial > Sosiologi
Divisions:	FIS > S1 Sosiologi
Depositing User:	Dida Muhammad Erlangga .
Date Deposited:	11 Aug 2026 08:37
Last Modified:	11 Aug 2026 08:37
URI:	http://repository.unj.ac.id/id/eprint/69675

Actions (login required)

View Item