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ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN STARBUCKS DENGAN MENGGUNAKAN METODE SERVQUAL DAN KANO MODEL (STUDI KASUS: STARBUCKS SETIABUDI ONE)

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One of phenomenon that shows the changing of Indonesian’s lifestyle is there are a high increase of coffee shops number in Indonesia. The only way to be a sustain service provider is to fulfill the customer satisfaction. As one of the biggest coffee company in Indonesia, Starbucks should concern about how to meet their customer satisfaction level. This study aims to find out the customer satisfaction level of Starbucks (study case: Starbucks Setiabudi One) service quality by using Servqual method and making a priority of the service attribute that have to be improved by classified it into Kano categories. This study shows the average number of Starbucks customer satisfaction level is 90.14% with the Responsiveness as the highest customer satisfaction dimension number (91.47%). By integrating Servqual method with importance performance analysis and Kano model, known that the priority attribute that have to be improved is A3 (The baristas have a proper knowledge about the products), R1 (The Customers get their order at the promised time), and R3 attribute (The Starbucks’ barista could handle the customer’s problems well).

Keywords: Starbucks, Customer Satisfaction, Servqual, Importance Performance Analysis, Kano Model

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Series Title

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Call Number

UB/TIK-TIN/16/062

Publisher

Jakarta : Universitas Bakrie., 2016

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Language

Indonesia

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