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Library's collection Library's IT development CancelStar Café is currently facing many complaints from its customers.
Most customers complained about the low service quality of the café. This
condition is certainly concerning for Star Café since customer satisfaction is
the main asset for business success.
Therefore, the research is aimed to help improving service quality in
Star Café by providing recommendations. The recommendations are based
mainly on research toward customer satisfaction level using SERVQUAL
dimensions as the basic of assessment. Furthermore, the influence of
customers’ personal characteristics on their satisfaction is also researched in
order to make the recommendations more accurate.
In this research, both qualitative and quantitative data are used.
Quantitative data is obtained through the analysis of questionnaires, while
qualitative data is obtained through literatures and observation at Star Café.
The research results show that Star Café has not delivered satisfactory
services to its customers. Customers show low satisfaction in all SERVQUAL
aspects, especially in responsiveness aspect. The research results also show
that personal characteristics of customer also have influences on customer
satisfaction with services offered.