Gaining Insight into Service Issues in the Cafe Industry through the Implementation of the SERVQUAL Method
DOI:
https://doi.org/10.55606/tourecon.v1i2.5Keywords:
Service issues, Service Industry, Customer perceptions, SERVQUAL MethodAbstract
This research aims to gain a deeper understanding of service problems in the cafe industry through the application of the SERVQUAL method. This method is used to measure customer perceptions of service quality and identify areas where improvement is needed. Data was collected through surveys and analyzed using a statistical approach. The research results highlight certain aspects of cafe service that need to be improved, such as service responsiveness, product reliability, guarantees, empathy, and physical evidence elements. The implications of this research are to help cafe owners to improve customer experience and maintain a competitive advantage in this industry.
References
Ahmadjayadi,. 2007. A Simple Guidebook for Starting a Legal Internet Cafe Business. Department of Communication and Information, Directorate General of Telematics Applications, Jakarta.
Fandy Tjiptono, Ph, D. 2011“Service Marketing”. Bayu media
Mary Long; Charles McMellon, 2004, "Exploring the determinants of retail service quality on the Internet" The Journal of Services Marketing; New York
Singgih Santoso, 2012, "SPSS Application in Parametric Statistics", Jakarta : PT Elex Media Komputindo
Yang, Z. And Jun, M, (2002), "customer perception of service quality : from internet purchase and non-purchase perspective", journal of business Strategies, vol. 19 No. 1, pp. 19-41
