ANALYSIS ON PRODUCT AND SERVICE QUALITY PERCEIVED BY CUSTOMERS TOWARD CUSTOMERS’ SATISFACTION AT CAFÉ WEDANGAN MOOEI IN SEMARANG

Nattan, Eliezer Yudha (2016) ANALYSIS ON PRODUCT AND SERVICE QUALITY PERCEIVED BY CUSTOMERS TOWARD CUSTOMERS’ SATISFACTION AT CAFÉ WEDANGAN MOOEI IN SEMARANG. Other thesis, Fakultas Bahasa dan Seni Unika Soegijapranata.

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Abstract

Business is always about getting profit from the customers. Hence, a company should make its customers satisfied. Some believe that to make customers satisfied, a company should have good product or service quality. Therefore, having quality product or service is one thing that business should do. In order to know the quality of the product or service, we should know how customers perceive the product or service. This study is a quantitative study which is purposed to know how the quality of products and services in a company is and its relation to customer satisfaction. The object of the study is Café Wedangan Mooei. As the number of cafes in Semarang is growing, Café Wedangan Mooei has to keep running by having its customers satisfied with them. The study analyzes how people perceive the quality of product and service of Café Wedangan Mooei. Moreover, the relation between product and service quality toward customer satisfaction is also analyzed in this study. The results of the study are: the service quality of the café is on level of average; the product quality of the café is on a level which is a little bit higher than standard level; and there is relation between product quality and service quality toward customer satisfaction. The correlation coefficients are 0.788 and0.777. Their relation is considered as a strong relation

Item Type: Thesis (Other)
Subjects: > 650 Management > 658 Management > Consumer Satisfication
Divisions: Faculty of Language and Art > Department of English Literature
Depositing User: Mr Ign. Setya Dwiana
Date Deposited: 27 May 2016 03:41
Last Modified: 27 May 2016 03:41
URI: http://repository.unika.ac.id/id/eprint/9526

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