Improving Service Quality Towards Customer Satisfaction at Coffee Luvium using The Servqual Method
Keywords:
Customer Satisfaction, Improving, Servqual, Service QualityAbstract
Increased consumption of coffee along with consumptive nature and changes in people's lifestyle. Coffee is one of the most consumed drinks in Indonesia. Coffee Luvium is one of the businesses engaged in FNB. Based on the results of the study using the servqual method conducted on Coffee Luvium, found 5 priority factors that affect the level of customer satisfaction. The five factors are: 1) Speed of Coffee Luvium service systems in serving customers, 2) good speed and responsiveness from the management of Coffee Luvium in responding to customer complaints, 3) timeliness in the presentation of food and drinks to customers, 4) customer safety and comfort while in Coffee Luvium, 5) Speed of Management in providing solutions if there are complaints from customers. With gap values (gap) -1,16, -1.74, 1.78, -1,79, and -1.57. In this study discussed improvement recommendations to increase customer satisfaction Coffee Luvium.References
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