Open AccessDETERMINANT OF COFFE SHOP SERVICE QUALITY IN THE NEW NORMAL ERA, EMPIRICAL EVIDENCE FROM DENPASAR CITY
Author(s) -
Putu Saroyini Piartrini
Publication year - 2021
Publication title -
jurnal sekretari universitas pamulang
Language(s) - English
Resource type - Journals
eISSN - 2614-5456
pISSN - 2354-6557
DOI - 10.32493/skr.v8i2.12964
Subject(s) - service (business) , coffee shop , advertising , marketing , quality (philosophy) , service quality , psychology , business , business administration , physics , quantum mechanics
ABSTRAKPertambahan jumlah coffee shop di kota Denpasar dan keluhan terkait pelayanan coffee shoP di Kota Denpasar menjadi alasan penelitian ini dilakukan. Perbedaan tujuan mengunjungi coffee shop, melahirkan harapan yang berbeda. Memahami kemampuan pelayanan coffee shop dalam memenuhi harapan pengunjung merupakan tujuan penelitian ini. Pendekatan kualitas diterapkan untuk mengeksplorasi faktor-faktor mendasar persepsi kualitas pelayanan coffe shop di Kota Denpasar. Seratus pengunjung dilibatkan sebagai responden untuk mengukur kualitas pelayanan coffe shop. Hasil analisis Faktor menunjukkan bahwa Lingkungan pisik menyumbangkan variasi terhadap variasi kualitas yang terbesar, disusul oleh reliabilitas, kepastian, daya tanggap dan empati. Temuan penelitian ini merekomendasikan investor agar meletakkan perbaikan aspek pisik dalam prioritas utama, pemilihan lokasi yang strategis, kemudahan pembayaran, dan perhatian dan keramahan karyawan perlu ditingkatkan melalui pelatihan kompetensi untuk membangun sikap kerja yang sesuai. Kata Kunci: kualitas, lingkungan pisik pelayanan, keandalan, daya tanggap, kepastian , empati. ABSTRACTIncreasing number of coffee shop s operating during the Pandemy in Denpasar City is the main reason of the present study. There is number coffee shop s available, while on the other hand Government regulation limited operating hours and capacity utilization which insist them to manage product and service delivery properly to their prospective custumer. Preliminary study uncovered that some areas dont meet customer expectancy such as waiter service behavior and appearance. The present study objective is exploring the fundamental factors that construct the quality of coffe shop in Denpasar area based on data accumulated from 100 coffe shop visitos. The result confirmed that dimensions of tangibility, reliability , responsiveness; assurance and empathy significantly explained variance of coffee shop quality. The Implication of the research finding is that investor have to put physical aspect improvement on the first priority to build positive consumer quality perception, chose strategic location, employ non cash payment method, and keep on improving cleanliness as well as train the employees to internalize hospitality attitude properly. Keywords: physical evidence, reliability, responsiveness, assurance, and empathy.