KUALITAS PELAYANAN BARISTA PENYANDANG DISABILITAS DI KOPI TULI

• Main Author: Tezara Laelani, - (Author)
• Format: Book
• Published: 2020-01-07.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/50516/1/S_PKH_1504655_Title.pdf; http://repository.upi.edu/50516/2/S_PKH_1504655_Chapter1.pdf; http://repository.upi.edu/50516/3/S_PKH_1504655_Chapter2.pdf; http://repository.upi.edu/50516/4/S_PKH_1504655_Chapter3.pdf; http://repository.upi.edu/50516/5/S_PKH_1504655_Chapter4.pdf; http://repository.upi.edu/50516/6/S_PKH_1504655_Chapter5.pdf; http://repository.upi.edu/50516/7/S_PKH_1504655_Appendix.pdf
• Keywords: L Education (General); LC Special aspects of education

Kualitas pelayanan yang baik adalah pelayanan yang diterima sesuai dengan pelayanan yang di harapkan oleh pelanggan. Jika pelayanan dapat melampaui harapan dari pelanggan maka kualitas pelayanan yang diberikan sangat memuaskan. Penelitian ini dilakukan di Kopi Tuli yang memiliki empat barista disabilitas. Komunikasi yang digunakan antara barista dan pelanggan menggunakan Bahasa Isyarat, namun tidak semua pelanggan dapat memahami Bahasa Isyarat Indonesia, sehingga terjadi gap antara persepsi dan harapan pelanggan terhadap pelayanan yang diberikan oleh barista. Penelitian ini menggunakan metode sevqual yang bertujuan untuk menganalisis harapan dan persepsi pada lima dimensi kualitas pelayanan yaitu realiability (kehandalan), responsiveness (daya tanggap), assurance (jaminan), empathy (empati) dan tangible (bukti fisik). Data penelitian dikumpulkan melalui peyebaran kuesioner kepada pelanggan Kopi Tuli dengan menilai masing-masing barista. Teknik sampling yang digunakan yaitu teknik pengambilan sampel aksidental. Berdasarkan hasil penelitan menunjukan terdapat gap kualitas pelayanan pada semua barista pada dimensi kehandalan dan daya tangkap. Good service quality is the service received in accordance with the service expected by the customer. If service can exceed the expectations of customers, the quality of service provided is very satisfying. This research was carried out in Kopi Tuli which has four disability baristas. The communication used between the barista and the customer uses Sign Language, but not all customers can understand Indonesian Sign Language, resulting in a gap between the perception and expectations of the customer towards the services provided by the barista. This research uses sevqual method which aims to analyze expectations and perceptions on the five dimensions of service quality, namely reliability, responsiveness, assurance, empathy and tangible (physical evidence). Research data were collected through distributing questionnaires to Deaf Coffee customers by assessing each barista. The sampling technique used is accidental sampling technique. Based on the results of the study showed there are gaps in the quality of service in all baristas on the dimensions of reliability and responsiveness.