In this modern business era, Continuous Improvement are required in order to
survive among the competitor and keep the customer satisfaction is high as
possible, especially to service industry. In order to do continuous improvement,
the service industry need to know their current performance or the quality of their
service to the customer. One of the way to know their performance by
implementing service quality measurement. This research with the title of Service
Quality Measurement and Improvement was conducted in food & beverages
industry, Coffee & Drama coffee shop. Service Quality Measurement are required
in order to know the current performance, evaluate the performance and give
propose possible improvement to Coffee & Drama coffee shop.
The methodology used in this research was using Servqual Method GAP 5 by
evaluate mean gap between customer perception and customer expectation with
contain of 5 dimentions (Tangible, Reliability, Responsiveness, Assurance, and
Emphaty). Preliminary research was conducted in order to construct the main
service quality questionnaire that contain of the attributes based on customer
feedback. After that, service quality measurement was conducted and based on
analysis, it generate there are 5 highest GAP: T5 (Location or table and chair
arrangement), T7 (Parking Area of Coffee & Drama that wide and easy to
parked), T6 (Comfortness & Cleanliness of Coffee & Drama), T4 (Tools that
Coffee & Drama provide is looks modern), and T8 (Coolness inside of Coffee &
Drama). Propose possible improvement on each attribute was given based on
fishbone diagram analysis in order to increasing the customer satisfaction.