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BukuAnalisa Kualitas Layanan Kedai Kopi Maxx Coffee Dengan Menggunakan Metode Modified-Analytic Hierarchy Process (M-AHP), Importance Performance Analysis (IPA), Dan Brainstorming (Studi Kasus : PT. Maxx Coffee Prima)
Bibliografi
Author: SUNARSA, KEVIN ALFONSI ; Sukwadi, Ronald (Advisor)
Topik: Service Quality; Modified-Analytic Hierarchy Process; Importance Performance Analysis; Brainstorming
Bahasa: (ID )    
Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2016    
Jenis: Theses - Undergraduate Thesis
Fulltext: Kevin Alfonsi Sunarsa’s Undergraduate Theses.pdf (3.25MB; 111 download)
Ketersediaan
  • Perpustakaan Pusat (Semanggi)
    • Nomor Panggil: FTI-1270
    • Non-tandon: tidak ada
    • Tandon: 1
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Abstract
Consumption of coffee and growth of coffee shop in Indonesia is increasing every year. This makes the level of competition among the coffee shop in Indonesia is getting tight. PT. Maxx Coffee Prima is one of the new companies that compete in the race for the coffee market in Indonesia. Increased customer loyalty and profits has become an important issue for a coffee shop. One way to increase consumer loyalty is to provide better quality services to customers. By using the Modified-Analytic Hierarchy Process (M-AHP), can be seen the importance of the variables of service quality. Furthermore, Importance Performance Analysis (IPA) can provide different measures for each variable in order to improve service quality. Further measures service quality strategy development carried out by the method of brainstorming. The purpose of this study is to identify and analyze the most important variables of service quality, identifying the regular consumer demographic data, and determine what variables should be improved and shape the development of appropriate strategies in order to improve and enhance customer satisfaction. The results of this study are the steps the development of strategies for the five variables: attention of employees to customers with special needs, employees' understanding of the specific customer needs, speed and accuracy of service, consistency of service and inconvenience settlement and customer complaints.
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