THE ANALYSIS OF SERVICES DIMENSIONS OF TAIWAN TEA HOUSE

Suryadarma, Samuel (2016) THE ANALYSIS OF SERVICES DIMENSIONS OF TAIWAN TEA HOUSE. Other thesis, Fakultas Bahasa dan Seni Unika Soegijapranata.

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Abstract

Customer satisfaction is an important fact that a company has to know. This can be done through finding the customers’ opinion on the quality of the service. As a new café in Semarang, Taiwan Tea House needs to know the customer satisfaction. This study is conducting to find out the service quality dimensions like reliability, responsiveness, insurance, sympathy and tangible are satisfying. A questioner of 24 statements were distributed to 38 customers and it was found out that almost all customers feel satisfy with the service quality of Taiwan tea House as the mean of all items is around 4. There are two items which got less than 4. They are statement no 4 ( Taiwan tea House gives full attention to me when the plaae is full) and no 6 (It does not take long time to get my order) with 3.9211 and 3.9737 respectively. The highest is statement no 9 (Taiwan Tea House workers are knowledgeable about the menu that I order.) with 4.4474. This fact shows that the customers feel satisfied with Taiwan Tea House

Item Type: Thesis (Other)
Subjects: > 650 Management > Customers
Divisions: Faculty of Language and Art > Department of English Literature
Depositing User: Mr Ign. Setya Dwiana
Date Deposited: 27 May 2016 03:40
Last Modified: 27 May 2016 03:40
URI: http://repository.unika.ac.id/id/eprint/9525

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