THE SERVICE QUALITY AND CUSTOMER SATISFACTION OF BAKSO ALLOHA

PRATAMA, TAUFAN KHRISNA (2023) THE SERVICE QUALITY AND CUSTOMER SATISFACTION OF BAKSO ALLOHA. Other thesis, UNIVERSITAS KHATOLIK SOEGIJAPRANATA.

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Abstract

Service quality is a measurement of how an organization delivers its services compared to the expectations of its customers. This study aims to see the service quality implemented at Bakso Alloha, Tanah Mas and to investigate the Bakso Alloha customer satisfaction level. This is a quantitative study. The data was collected using a questionnaire on the dimension of service quality and customer satisfaction. There are 29 items for the service quality with four options of Likert scale and six items to get the data on the customer satisfaction. The participants are 30 customers of Bakso Alloha, Tanah Mas, Semarang. The result shows that the participants agree that the service quality like reliability, responsiveness, tangible, reliability, food quality, responsiveness, assurance, and empathy are satisfying because the means is more than three, so they agree with the statements. It is also found out that the customers feel satisfied with the taste of the menu, the food quality, the staff's appearance, the speed of the service, and the food price. However, some participants think that the employees’ appearance and the speed of the service was not really satisfying, and the parking space needs to be wider

Item Type:	Thesis (Other)
Subjects:	400 Language > 410 Linguistics > 418 Standard usage; Applied linguistics
Divisions:	Faculty of Language and Art > Department of Englishpreneurship
Depositing User:	Mr Yosua Norman Rumondor
Date Deposited:	08 Dec 2023 01:49
Last Modified:	08 Dec 2023 01:49
URI:	http://repository.unika.ac.id/id/eprint/33802

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