Monna Fathya Osmond Putri, - (2019) PENGARUH CUSTOMER EXPERIENCE TERHADAP KEPUASAN PELANGGAN ONE EIGHTY COFFEE BANDUNG PADA PLATFORM INSTAGRAM. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Industri di bidang kuliner merupakan industri yang sangat menjanjikan di Indonesia. Keberagaman ciri khas di bidang kuliner yang beragam membuat para pebisnis kuliner membuat strategi demi strategi agar bisnis yang di kelola berbeda dari bisnis yang lain. Customer Experience merupakan strategi yang sesuai dengan keberagaman ciri khas yang di bangun oleh para pebisnis kuliner terutama untuk meningkatkan kepuasan para pelanggannya. Penelitian ini bertujuan untuk mengetahui Customer Experience, mengetahui Kepuasan Pelanggan, dan mengetahui pengaruh Customer Experience terhadap Kepuasan Pelanggan. Oleh karena itu, metode yang digunakan adalah deskriptif dan verivikatif dengan respondennya adalah followers instagram One Eighty Coffee Bandung sebanyak 100 responden. Teknik sampling dalam penelitian ini adalah dengan menggunakan metode non probability sampling. Kuesioner disebarkan dengan Google Form melalui media sosial Instagram. Hasil penelitian ini menunjukkan bahwa gambaran Customer Experience dan Kepuasan Pelanggan baik di mata responden. Hasil penelitian lainnya juga menunjukkan adanya pengaruh yang signifikan antara Customer Experience terhadap Kepuasan Pelanggan. Untuk meningkatkan kepuasan pelanggan, One Eighty Coffee Bandung dapat mememaksimalkan kinerja terhadap pelayanan pelanggan, seperti ketepatan dalam pengerjaan pesanan pelanggan, tidak terlalu membuat pelanggan menunggu terlalu lama untuk sebuah makanan, memperbaiki tata letak eksterior maupun interior design, menjaga kebersihan wet area agar pelanggan lebih merasa puas dan tingkat kepuasannya akan selalu bertambah. The culinary industry is a very promising industry in Indonesia. The diversity of distinctive features in the diverse culinary field makes culinary business people make strategy after strategy so that the business being managed is different from other businesses. Customer Experience is a strategy that is in line with the diversity of characteristics that are built by culinary business people, especially to increase the satisfaction of their customers. This study aims to determine Customer Experience, know Customer Satisfaction, and determine the effect of Customer Experience on Customer Satisfaction. Therefore, the method used is descriptive and verification with the respondent being Instagram Eighteen Coffee Bandung followers of 100 respondents. The sampling technique in this research is to use the non probability sampling method. The questionnaire was distributed with Google Form through social media Instagram. The results of this study indicate that the picture of Customer Experience and Customer Satisfaction is good in the eyes of respondents. Other research results also indicate the influence of Customer Experience on Customer Satisfaction. To improve customer satisfaction, One Eighty Coffee Bandung can maximize the performance of customer service, such as the accuracy in processing customer orders, not too make customers wait too long for a meal, improve the layout of the exterior and interior design, maintain cleanliness of the wet area so that customers feel more satisfied and the level of satisfaction will always increase.
| Item Type: | Thesis (S1) |
|---|---|
| Uncontrolled Keywords: | Customer Experience, Kepuasan Pelanggan |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan) |
| Depositing User: | Monna Fathya Osmond Putri |
| Date Deposited: | 11 Mar 2020 03:12 |
| Last Modified: | 11 Mar 2020 03:12 |
| URI: | http://repository.upi.edu/id/eprint/39219 |
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