| dc.description.abstract | Tatar Kusnoto, Citot. Analysis of the Influence of Service Quality Toward
Customers' Satisfaction (A Case Study of Service at Kedai Kopi Espresso
Bar Yogyakarta). International Program. Management Department. Faculty of
Economics. Islamic University of Indonesia. Yogyakarta. 2006
In this globalization era, the competition has become very tight, both in
domestic market and at global or international market. To win the competition,
company must be able to give satisfaction to its customer to survive. In order to
get customers satisfied, company must know precisely what customers need and
want, then fulfill them. However, products are not necessarly to win customers'
satisfaction; service wouldbe the keywhen competition of the product were very
tight. Kotler said that service determinants, which are Reliability, Responsiveness,
Assurance, Empathy and Tangibility must carefully be managed by company if
they want to compete on service.
Through this research, the writer would like to identify the factor of
service-determinants and analyze how they might influence customers'
satisfaction at Kedai Kopi Espresso Bar.
The first objective of this research is identifying and analyzing the
influence of five service-quality determinants (Reliability, Responsiveness,
Assurance, Empathy, and Tangibility) toward customers' satisfaction. The second
objective is to find out the most dominant determinant that influences the
customers' satisfaction at Kedai Kopi Espresso Bar.
Those objectives were analyzed by using Multiple Linier Regression,
Multiple Correlation Analysis, Multiple Coefficient of Determination, F-test and
t-test. Meanwhile, thisresearch was done inKedai Kopi Espresso Barduring peak
hours on the first week ofFebruary 2006.
The research found that the overall service determinants have a strong
influence to the customers' satisfaction altogether. The most dominant service
determinant that influences the customers' satisfaction is Assurance and the tvalue
of the Assurance is considered significant. It is shown from the result ofthe
Multiple Coefficient ofDetermination (R2), the significance ofFand t-values in
which the influence is considered significant.
The research implications are Kedai Kopi has succeeded to gain trust and
confidence from their customers. This must be carefully maintained. However,
Kedai Kopi should improve reliability, responsiveness, empathy and especially
tangibility orthe physical evidence because customers will see the overall service
determinant as one unity value oftheir satisfaction. | en_US |
