EMPLOYEE SATISFACTION IMPROVEMENT USING SERVQUAL AND IMPORTANCE PERFORMANCE ANALYSIS AT ASOKA COFFEE

Malaha, Angelin Febriana (2022) EMPLOYEE SATISFACTION IMPROVEMENT USING SERVQUAL AND IMPORTANCE PERFORMANCE ANALYSIS AT ASOKA COFFEE. S1 thesis, Universitas Atma Jaya Yogyakarta.

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Abstract

This study aims to measure the service quality of Asoka Coffee's management from the employee’s point of view and providing suggestions for improvement. Human resources are a very important in an organization. Organizations work well, followed by good quality and performance of human resources. This research is conducted by adopting the principles of SERVQUAL methodology with the help of tools such as Importance Performance Analysis and Fishbone Diagram. The results of SERVQUAL showed that Asoka Coffee's performance on employee needs as a whole has a negative value for tangibles of -0.89, reliability of -1.09, responsiveness of -0.80, assurance of -1.18 and empathy of -0.92. This value concludes that the performance level of Asoka Coffee has not met the needs of employees.

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