MEASURING THE LEVEL OF SERVICE QUALITY AND INITIATING DEVELOPMENT PLAN FOR EMPLOYEE IN XYZ COFFEE HOUSE BANDUNG

• Main Author: Khairunisa Widarto, Aulia
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/84130
• Institution: Institut Teknologi Bandung

XYZ Coffee House, established in September 2018, began with a team of seven employees. The surge in coffee shops in Bandung, especially in the Buah Batu area, has intensified competition for XYZ Coffee House. Despite this, its strategic location and distinctive ambiance continue to attract a steady stream of visitors. To maintain its market position amidst growing competition, XYZ Coffee House has focused on providing “Service Excellence” to enhance customer satisfaction and foster loyalty. XYZ Coffee House has not yet implemented documentation or regular activities to assess the quality of service provided. This has resulted in a lack of service quality improvement activities at XYZ Coffee House. In this research, data collection will be conducted to evaluate the service quality levels for each service attribute provided to customers. The study will also identify the competencies required by employees to meet the service quality standards that must be delivered and measure the gap between employees' abilities and these standards. This will enable the researcher to propose an action plan to develop competency standards, ultimately leading to an improvement in service quality for customers. This research uses the SERVQUAL method to identify the required service indicator to measure service quality. For gathering the data, this research use the Triangulation method, data were collected from the owner, employees, and customers which was conducted by a deep interview and also CBI (Competency Based Interview) to assess the employee level of proficiency in the service quality competencies that were set. This research found that customers, employees, and the owner of XYZ Coffee House expressed general satisfaction with the quality of service provided. However, the company needs to improve consistency in maintaining service standards across all employees to prevent potential complaints, as the service level varies among staff. The research also finds the factors that are important according to the owner, employee and customer, are : Giving a Prompt Service from The Responsiveness of Service Quality, Commit to The Service Level from The Reliability of Service Quality and Having a Product Knowledge of The Service and Product from Assurance of Service Quality. There are also several competencies that XYZ Coffee House employee needs to improved to enhance their service quality, there are Consistency, Product Knowledge, Initiative and Service Communication. To address these issues, this research proposed solutions include establishing Service Operation Standards, conducting Service Excellence Training, administering Feedback Surveys, and implementing employee Coaching and Performance Feedback. These initiatives are crucial for maintaining and improving employee competencies. By focusing on these strategies, XYZ Coffee House can enhance service quality, meet customer expectations, and maintain a competitive edge in the growing Bandung coffee shop market.