Innovation in increasing customer satisfaction at coffeenatics, MEDAN

TANTOSO, CALVIN (2018) Innovation in increasing customer satisfaction at coffeenatics, MEDAN. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

A customer is an individual or business that purchases the goods orservices produced by a business. Customer is the one who creates demand for goods and services. Businesses often follow the adage "the customer is always right" because happy customers are expected to continue buying goods and services from companies that meet their needs. Many companies closely monitor the relationships they have with customers, often asking for feedback to learn whether new products should be created or adjustments made to what is currently offered. Innovation experts generally split innovation into two high level categories: Disruptive and Incremental Innovation. Incremental innovation can be visualized as new food product line extensions and Disruptive innovation represents brand new technologies, and huge marketing risks. Customer satisfaction has become an important business objectives and performance indicators. According to English business dictionary, customer satisfaction is the degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers. This research is using quantitative method to analyze the research object. The data is collected through questionnaires and surveys. In quantitative method, the data is collected in numbers and analyzed in the statistical formulation to process the data. Quantitative methods are usually concerned with making generalizations about a population under investigation. The obtained result will be used to test the proposed hypothesis. Coffeenatics was established in 2015. Coffeenatics itself is an independent cafe in Medan Indonesia and also they serve a huge number of a special variant of coffee and also an interesting simple menu for the customer. Coffeenatics itself been run by Mr. Harris Hartanto Tan as the general manager and also run by Ms. Norita Chai as the head barista, also with the help of the crew of Coffeenatics Medan. Coffeenatics is on of the most visited cafe in Medan because of its vibe and also the menu that can attract people to come and visit them. It is located in Jl. Cik Ditiro No. 8 and the operation time of this cafe is from 10.00AM – 11.00PM.

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