THE COMPARISON BETWEEN THE LEVEL OF CUSTOMER EXPECTATION AND SERVICE QUALITY AT STARBUCKS COFFEE CITYWALK LIPPO CIKARANG

Abstract

Transition and advancing of global economic takes parts in improving business sector growth, in this chase business sector which is based on services. The best performance of the company in order to give its best services to its customers affects the company abilities in achieving its higher market share and also higher level of profit. The quality of services of the company, created a unique image of its self. In any chances, customers loyalty is affected by this unique image, the result is they would be revisited. This thesis is based on descriptive verification analysis method; and customers of Starbucks Coffee in Lippo Cikarang are the unit of analysis. The result of this analysis is a balance condition of the company performance and its customer expectation which is based on company’s Tangibility, Empathy, Reability, Responsiveness and Assurance; customers respect positive. The result is that there’s a weak correlation between Starbucks service- quality toward its customer loyalty in Lippo Cikarang. In the future, there’s an advice for Starbucks to maintain and improving its services quality by additional advanced training and also to be kept inspiring by the product knowledge of Starbucks. My suggestion is doing another thesis about another topic and factors might be useful to Starbucks development in Indonesia.