STUDI DESKRIPTIF CUSTOMER EXPERIENCE BERDASARKAN KANO’S MODEL DI STARBUCKS GALAXY MALL SURABAYA

Hongari, Ella Angelia and Widjaja, Fitri Novika and Tandelilin, Elsye (2017) STUDI DESKRIPTIF CUSTOMER EXPERIENCE BERDASARKAN KANO’S MODEL DI STARBUCKS GALAXY MALL SURABAYA. In: Seminar Nasional & Call For Paper Universitas Negeri Surabaya, 5 Oktober 2017, Universitas Negeri Surabaya.

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Abstract

This study aimed to describe the Customer experience provided by the Starbucks Galaxy Mall in Surabaya to consumers. The type of research used is descriptive research using dimensions Sense, Feel, Think, Act, and Relate. The results showed that there are four categories of Kano Method contained in attribute Customer experience that is Must-be, One dimensional, Attractive, and Indifferent. There are 3 attributes in the Must-be category, 11 attributes in the One Dimensional category, 7 attributes in the Attractive category and 4 attributes in the Indifferent category. Previous research has been done on Starbucks Taipei but there are different attributes in each of the categories studied. This is because every place of business services restaurant or cafe has the impression and different values to be delivered to the customer. In addition, the factors of state differences in which lifestyles, regulations, and habits of society can also be the cause of differences in research results.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Customer Experience, Deskriptif, Metode Kano
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Fitri Novika Widjaja 3194
Date Deposited: 22 Jan 2018 04:04
Last Modified: 22 Jan 2018 04:04
URI: http://repository.ubaya.ac.id/id/eprint/31519

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