Jocom, Gabriel Ferina (2024) Service Excellent pada Coffee Shop di Surabaya dalam Mempertahankan Loyalitas Customer. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
COVER (new).pdf Download (4MB) |
|
Text (Bab_1)
BAB 1.pdf Download (382kB) |
|
Text (Bab_2)
Bab 2.pdf Restricted to Repository staff only until 22 July 2027. Download (342kB) |
|
Text (Bab_3)
BAB 3.pdf Restricted to Repository staff only until 22 July 2027. Download (37kB) |
|
Text (Bab_4)
BAB 4.pdf Restricted to Repository staff only until 22 July 2027. Download (458kB) |
|
Text (Bab_5)
BAB 5.pdf Download (133kB) |
|
Text (Daftar Pustaka)
Daftar pustaka.pdf Download (131kB) |
|
Text (Lampiran)
Lampiran.pdf Restricted to Repository staff only until 22 July 2027. Download (2MB) |
Abstract
Coffee shops have experienced rapid growth in Indonesia, and have even spread widely in various cities, one of which is Surabaya. The rapid growth of coffee shops in Surabaya requires coffee shops to have excellent service in maintaining customer loyalty, as well as remaining superior in the midst of intense competition. This research analyzes how excellent service is implemented by three coffee shops in Surabaya, namely Kopi Se-Indonesia, Urban Latte, and Warkop STK "Sedulur Tunggal Kopi" with three different segmentations starting from upper, middle and lower class coffee shops. By using a qualitative approach through the process of observation, interviews and documentation which is then analyzed based on the A6 concept (attitude, attention, action, ability, appearance, accountability) in service excellence. The research results show that three coffee shops from three different segments have different perspectives in determining the main focus in implementing excellent service, resulting in every customer who comes to the coffee shop having different needs.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Communication | ||||||||
| Depositing User: | Gabriel Ferina Jocom | ||||||||
| Date Deposited: | 22 Jul 2024 03:09 | ||||||||
| Last Modified: | 22 Jul 2024 03:09 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/26860 |
Actions (login required)
 |
View Item |