ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN KARYAWAN TUNARUNGU DI ISYARAT CAFE

Abdul Aziz Kurniawan, - (2023) ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN KARYAWAN TUNARUNGU DI ISYARAT CAFE. S2 thesis, Universitas Pendidikan Indonesia.

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Abstract

Isyarat café merupakan salah satu UMKM yang digagas SLB Negeri Cicendo dalam rangka peningkatan angka keterserapan alumni SLB Negeri Cicendo di IDUKA, Isyarat café ini masih dalam tahap merintis, karena ini baru berjalan satu tahun sehingga masih banyak kekurangan dalam pengelolaannya. Hasil observasi banyak pelanggan yang kesulitan untuk memesan, kesulitan untuk menanyakan menu yang tersedia, serta terkadang karyawan salah memberikan pesanan dan salah memberikan jumlah uang kembalian. Dampaknya penghasilan setiap bulan yang didapat isyarat cafe semakin menurun. Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan terhadap pelayanan karyawan tunarungu di isyarat cafe. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Sampel dalam penelitian ini yaitu pelanggan di isyarat café, dengan teknik random sampling dengan jumlah sampel 50 orang dengan ketentuan batasan usia diatas 17 tahun. Hasil penelitian menunjukan bahwa kualitas pelayanan tunarungu terhadap kepuasan pelanggan di isyarat cafe sangat puas dengan skor rata-rata 203 dan persentase yang didapat sebesar 81,2 %. Ini menunjukkan keberhasilan cukup tinggi untuk UMKM yang baru berdiri kurang lebih 1 tahun. Isyarat Cafe is one of the business initiated by the SLB Negeri Cicendo in order to increase the absorption rate of alumni of the SLB Negeri Cicendo at industries. But interestingly, the Café is still in the pioneering stage, because this Café is only 1 year old. So there are still many deficiencies in terms of management. From the observations, many customers find it difficult to order, have difficulty asking about the available menu, and sometimes employees give the wrong order and give the wrong amount of money back, the impact is that the monthly income earned by Isyarat Cafes is decreasing. Of all the problems that exist in the Isyarat cafe, the writer wants to raise about how customer satisfaction is in the Isyarat cafe. So, the researchers formulated the purpose of this study to determine customer satisfaction with the services of deaf employees at Isyarat Cafe. The samples taken in this study were customers at the Isyarat café. This study used a qualitative approach with descriptive methods, while the selection of research samples used random sampling. The number of samples taken in this study was 50 people with an age limit above 17 years. The results of this study state that customer satisfaction at Isyarat Cafe is very satisfied with an average score of 203 and the percentage obtained is 81.2%. This is quite high for business that have only been established for more or less 1 year.

Item Type:	Thesis (S2)
Additional Information:	ID SINTA Dosen Pembimbing: Endang Rusyani: 6124916 Budi Susetyo: 6016781
Uncontrolled Keywords:	Kualitas Pelayanan, tunarungu, kepuasan pelanggan service quality, deaf, customer satisfaction
Subjects:	L Education > L Education (General) L Education > LC Special aspects of education
Divisions:	Fakultas Ilmu Pendidikan > Pendidikan Khusus-S2
Depositing User:	Abdul Aziz Kurniawan
Date Deposited:	20 Nov 2023 04:23
Last Modified:	20 Nov 2023 04:23
URI:	http://repository.upi.edu/id/eprint/112115

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