THE ANALYSIS OF SERVICES DIMENSIONS OF TAIWAN TEA HOUSE
LAMPIRAN : KEPUTUSAN REKTOR UNIVERSITAS KATOLIK SOEGIJAPRANATA
Nomor : 0047/SK.Rek/X/2013 Tanggal : 07 Oktober 2013 Tentang : PERNYATAAN KEASLIAN SKRIPSI/TUGAS AKHIR DAN THESIS
PERNYATAAN KEASLIAN SKRIPSI/TUGAS AKHIR DAN THESIS*)
Dengan ini saya menyatakan bahwa dalam skripsi yang berjudul “The Analysis
of Service Dimensions of Taiwan Tea House“ ini tidak terdapat karya yang
pernah diajukan untuk memperoleh gelar kesarjanaan di suatu Perguruan Tinggi, dan sepanjang pengetahuan saya juga tidak terdapat karya atau pendapat yang pernah ditulis atau diterbitkan oleh orang lain, kecuali yang secara tertulis diacu dalam naskah ini dan disebutkan dalam daftar pustaka.
Apabila dikemudian hari ternyata terbukti bahwa skripsi/tugas akhir/tesis*) ini sebagian atau seluruhnya merupakan hasil plagiasi, maka saya rela untuk dibatalkan, dengan segala akibat hukumnya sesuai dengan peraturan yang berlaku pada Universitas Katolik Soegijapranata dan/atau peraturan perudang-undangan yang berlaku.
Semarang, 28 Maret 2016 ( Samuel Suryadarrma ) NIM : 14.J2.0075
THE ANALYSIS OF SERVICES DIMENSIONS OF TAIWAN TEA HOUSE A THESIS By Samuel Suryadarma Student Number : 14.J2.0075 ENGLISH STUDY PROGRAMME FACULTY OF LANGUAGE AND ART SOEGIJAPRANATA CATHOLIC UNIVERSITY SEMARANG 2016
THE ANALYSIS OF SERVICES DIMENSIONS OF TAIWAN TEA HOUSE
A Thesis Presented as Partial Fulfillment of the Requirements to Obtain the
Sarjana Sastra Degree in the English Letters Study Programme
By
Samuel Suryadarma
Student Number : 14.J2.0075
ENGLISH STUDY PROGRAMME
FACULTY OF LANGUAGE AND ART
SOEGIJAPRANATA CATHOLIC UNIVERSITY
SEMARANG
2016
A THESIS ON The Analysis of Service Dimensions of Taiwan Tea House By: Samuel Suryadarma Student Number: 14.J2.0075 Approved By: th
Sandy Arief S.Pd, M.Sc January 13 , 2016
Major Sponsor th
Emilia Ninik Aydawati S.P., M.Hum. January 13 , 2016
Co-Major SponsorA thesis defended in fornt of the Board of Examiners on January 13 th , 2016
and declared acceptable
BOARD OF EXAMINERS
Chairperson : Sandy Arief S.Pd, M.Sc ……………………....
Secretary : Emilia Ninik Aydawati S.P., M.Hum. ………………………
Member : Angelika Riyandari, Ph.D ……………………....
Semarang, January 13 th , 2016 Faculty of Language and Arts Soegijapranata Catholic University Dean, Angelika Riyandari, Ph.D NPP.058.1.1996.201
ACKNOWLEDGEMENT
My very first thanks will be dedicated to my Lord, Jesus Christ. “Thank You for the grace which You have given me in all my life. You have given me the most amazing life by putting awesome family and friends beside me. You give me strength in every hard time and You never leave me alone. It’s an honor to me, to have You in my life”
Second, I would like to thank my parents, “Thank you for every pray and support, I am very grateful to have you.” For my sister, Monika, “Thank you for supporting me until I complete my thesis."
Third, I would like to thank
Sandy Arief, S.Pd., M.Sc and Emilia Ninik
Aydawati, SP. M.Hum and appreciate them for the wonderful guidance and support. “I really thank you for the time, and patience in guiding me until this thesis complete.”
Fourth, I would like to thank all my friends : Yudha, Raymond, Riefly, Kevin, Vendy, Dodo, Steven, and Jonas who always become my friends , for Shiera, Fenny and all other friends. Thank you for all support during my study at UNIKA SOEGIJAPRANATA.
And last but not least, I would like to thank all my friends in Jerahmeel
Ministry. Thanks for all the support. You have never been tired of reminding me to
finish my thesis.
TABLE OF CONTENTS
COVER ................................................................................................................................................ i PAGES OF APPROVAL ........................................................................................ ii BOARD OF EXAMINERS ................................................................................... iv ACKNOWLEDGEMENT ..................................................................................... vi TABLE OF CONTENTS ....................................................................................... ix TABLE OF TABLES ............................................................................................. ix ABSTRACT ........................................................................................................... ix ABSTRAK ............................................................................................................... x
CHAPTER I INTRODUCTION ........................................................................... 1
1.1 Background ........................................................................................................ 1
1.2 Problem Formulation ......................................................................................... 3
1.3 Objectives of the Study ...................................................................................... 3
1.4 Significance of the Study ................................................................................... 3
CHAPTER II LITERATURE REVIEW ............................................................. 4
2.1 Customer Satisfaction ........................................................................................ 4
2.2 Service Quality ................................................................................................... 5
2.2.1 The Reliability Dimension ..................................................................... 6
2.2.2 The Responsiveness Dimension ............................................................ 7
2.2.3 The Assurance Dimension ..................................................................... 9
2.2.4 The Empathy Dimension ..................................................................... 11
2.2.5 The Tangible Dimension ..................................................................... 12
CHAPTER III RESEARCH METHODS .......................................................... 14
3.1 Type of Research .............................................................................................. 14
3.2 Procedure of Collecting and Analyzing Data ................................................... 14
3.3 Methods of Data Analysis ................................................................................ 15
CHAPTER IV DATA ANALYSIS AND INTERPRETATION ...................... 16
4.1 General Description ......................................................................................... 16
4.2 General Information ......................................................................................... 19
4.2.1 Dimension of Service .......................................................................... 19
4.2.2 Dimension ofResponsiveness .............................................................. 22
4.2.3 Dimension of Assurance ...................................................................... 25
4.2.4 Dimension of Sympathy ...................................................................... 27
4.2.5 Dimension of Tangible ........................................................................ 30
CHAPTER V CONCLUSION AND SUGGESTION ....................................... 35
5.1 Conclusion ........................................................................................................ 35
5.2 Suggestion ........................................................................................................ 35 BIBLIOGRAPHY .................................................................................................. 37 APPENDICES ........................................................................................................ 40
TABLE OF TABLES
Table 1 The age of respondents ............................................................................ 16
Table 2 The respondents’ jobs .............................................................................. 18
Table 3 Frequency of visiting ............................................................................... 19
Table 4 The descriptive statistics of reliability ..................................................... 19
Table 5 Reliability dimension from question 1 .................................................... 20
Table 6 Reliability dimension from question 2 .................................................... 20
Table 7 Reliability dimension from question 3 .................................................... 21
Table 8 Reliability dimension from question 4 .................................................... 22
Table 9 Descriptive Statistics of Responsiveness factors ..................................... 22
Table 10 Responsiveness dimension from question 5 .......................................... 23
Table 11 Responsiveness dimension from question 6 .......................................... 23
Table 12 Responsiveness dimension from question 7 .......................................... 24
Table 13 Responsiveness dimension from question 8 .......................................... 24
Table 14 Descriptive Statistics of Insurance factors ............................................ 25
Table 15 Assurance dimension from question 9 .................................................. 25
Table 16 Assurance dimension from question 10 ................................................ 26
Table 17 Assurance dimension from question 11 ................................................ 26
Table 18 Assurance dimension from question 12 ................................................ 27
Table 19 Assurance dimension from question 13 ................................................ 27
Table 20 Descriptive Statistics of Sympathy ........................................................ 28
Table 21 Sympathy dimension from question 14 ................................................. 28
Table 22 Sympathy dimension from question 15 ................................................. 29
Table 23 Sympathy dimension from question 16 ................................................. 29
Table 24 Sympathy dimension from question 17 ................................................. 30
Table 25 The Descriptive Statistics of Tangible .................................................. 30
Table 26 Tangible dimension from question 18 ................................................... 31
Table 27 Tangible dimension from question 19 ................................................... 31
Table 28 Tangible dimension from question 20 ................................................... 32
Table 29 Tangible dimension from question 21 ................................................... 32
Table 30 Tangible dimension from question 22 ................................................... 33
Table 31 Tangible dimension from question 23 ................................................... 33
Table 32 Tangible dimension from question 24 ................................................... 34
ABSTRACT
Customer satisfaction is an important fact that a company has to know. This can be done through finding the customers’ opinion on the quality of the service. As a new café in Semarang, Taiwan Tea House needs to know the customer satisfaction. This study is conducting to find out the service quality dimensions like reliability, responsiveness, insurance, sympathy and tangible are satisfying. A questioner of 24 statements were distributed to 38 customers and it was found out that almost all customers feel satisfy with the service quality of Taiwan tea House as the mean of all items is around 4. There are two items which got less than 4. They are statement no 4 ( Taiwan tea House gives full attention to me when the plaae is full) and no 6 (It does not take long time to get my order) with 3.9211 and 3.9737 respectively. The highest is statement no 9 (Taiwan Tea House workers are knowledgeable about the menu that I order.) with 4.4474. This fact shows that the customers feel satisfied with Taiwan Tea House.
ABSTRAK
Kepuasan pelanggan merupakan fakta penting bagi sebuah perusahaan yang harus diketahui. Hal ini dapat dilakukan melalui pendapat pelanggan tentang kualitas layanan. Sebagai sebuah kafe baru di Semarang, Taiwan Tea House perlu mengetahui kepuasan pelanggan. Penelitian ini melakukan untuk mengetahui dimensi kualitas pelayanan seperti keandalan, ketanggapan, asuransi, simpati dan kenyataan. Sebuah kuesioner terdiri dari 24 pernyataan didistribusikan ke 38 pelanggan dan ditemukan bahwa hampir semua pelanggan merasa puas dengan kualitas pelayanan Taiwan Tea House karena rata rata dari semua item adalah sekitar 4. Ada dua item yang mendapat kurang dari 4 yaitu pernyataan no 4 ( TaiwanTea Rumah memberikan perhatian penuh kepada saya ketika tempat penuh) dan no 6 (Tidak perlu waktu lama untuk mendapatkan pesanan saya) dengan rata rata 3,9211 dan 3,9737. Yang tertinggi adalah pernyataan no 9 (pekerja Taiwan Tea House memiliki pengetahuan tentang menu yang saya pesan.) dengan 4,4474. Fakta ini menunjukkan bahwa pelanggan merasa puas dengan Taiwan Tea House.