Analisis Kualitas Pelayanan Dalam Menciptakan Kepuasan Konsumen Di English Ivy Coffee Jogja

Customer satisfaction is the level of conformity between the desired product and / or service with the received reality. The degree of conformity is the result of the assessment conducted by the guests based on their knowledge and experience. Customer satisfaction is determined by the quality of service desired so that quality assurance becomes a top priority and makes the benchmark of the company's competitive advantage. This article will be discussed about, how the effort of applying service quality in creating customer satisfaction in English Ivy Coffee Jogja. This article recommends that although only in the narrow sense of hospitality, the theory is actually applied in the field. In terms of service, English Ivy Coffee Jogja uses self service, the servants at English Ivy emphasize the memorization of customer names, so that the customers will be honored because the name is the best one has, and the servants in English Ivy realize it . Through the things that are considered trivial, memorizing the name of a person becomes a powerful weapon to increase customer satisfaction.