KUALITAS PELAYANAN PADA TINGKAT KEPUASAN KONSUMEN

• Published in: EKBIS (Ekonomi & Bisnis) Vol. 12; no. 1; pp. 83 - 88
• Main Authors: Sudrartono, Tiris, Ratnanto Aditiarno
• Format: Journal Article
• Language: English
• Published: 30.06.2024
• ISSN: 2339-1839; 2722-4082
• DOI: 10.56689/ekbis.v12i1.1330

In the era of globalization in the business sector and very tight competition in various business units that require business managers to compete to attract consumers to buy the products they offer, this study aims to find out about the quality of service at the level of consumer satisfaction at "Café Jolie-Bee Bandung" which provides food and beverage menus, this research method uses a qualitative method with a direct observation approach by the author and interviews with consumers directly and with managers, it is known that the cafe has made efforts to improve the quality of service to consumers through efforts made in the form of increasing physical evidence (tangibles), Reliability, Responsiveness, Assurance, and Empathy both through training and continuous employee coaching, things that need to be fixed by cafe managers are the provision of ornamental plants, karaoke music, product certificates and awards, provision of criticism and suggestion boxes and information about toilets and employee behavior that must be improved so that an inviting atmosphere is created and consumers feel comfortable being at "Café Jolie-Bee".