Pendampingan Pelaksanaan Survey Kepuasan Pelanggan Pada Coffee Shop Cekopi di Mendungan, Kartasura

Abstract

Cekopi is a small and medium enterprises that engages in the coffee shop business. Based on the sales data, this coffee shop are experiencing sales fluctuations in 2018. It is fueled by the competition between the coffee shop that is increasingly fierce. Strategies that selected to address these conditions is by commited to improving good relations with customers by doing customer satisfaction survey. Through this strategy, Cekopi hopes to explore needs, desires, and behaviors of their customers as the basis for the business development in the future. Until this time, Cekopi don't have any knowledge that is sufficiently in the implementation of customer satisfaction survey. This is because they never carried out these activities before. We can concluded that the implementation of the research market through customer satisfaction survey with a decent structur and documentation is a crucial matter for cekopi. To answer this problems, we organize the implementation assistance for customer satisfaction survey that implemented in six phases, namely: concept socialization of customer satisfaction survey, questionnaires design, sampling procedures design, data preparation, results interpretation, and preparation to archives or documentation from customer satisfaction survey activities. As the result, based on the evaluation of activities that have been carried out, it is known that at each stage of the activity in the posttest score increased ≥ 25% from the pretest score. The results indicate that SME partners have increased knowledge in terms of conducting customer satisfaction surveys and archiving the results of customer satisfaction survey. The output of this activity is the customer satisfaction survey report of the Cekopi coffee shop in 2019. Based on the measured indicators, it can be concluded that the assistance, counseling, and customer satisfaction survey training activities for Cekopi's coffee shop SME partners have been declared successful.

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