This study aims to measure the service quality of Asoka Coffee's management
from the employee’s point of view and providing suggestions for improvement.
Human resources are a very important in an organization. Organizations work
well, followed by good quality and performance of human resources.
This research is conducted by adopting the principles of SERVQUAL
methodology with the help of tools such as Importance Performance Analysis and
Fishbone Diagram.
The results of SERVQUAL showed that Asoka Coffee's performance on
employee needs as a whole has a negative value for tangibles of -0.89, reliability
of -1.09, responsiveness of -0.80, assurance of -1.18 and empathy of -0.92. This
value concludes that the performance level of Asoka Coffee has not met the
needs of employees.