Peran pengalaman bartender dan penyajian koktail terhadap kepuasan pelanggan di Xana Beach Club, Bintan = The role of bartender experience and cocktail presentation in Xana Beach Club, Bintan

Lionggodinata, Christopher (2023) Peran pengalaman bartender dan penyajian koktail terhadap kepuasan pelanggan di Xana Beach Club, Bintan = The role of bartender experience and cocktail presentation in Xana Beach Club, Bintan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research paper focuses on how Xana Beach Club's bartender experience can affect the satisfaction of the customer, the presentation of the beverage, and customer satisfaction. The research object is analyzed with a qualitative study method where the writer gathers information from the participants that are engaged with the research object. The data is collected from both perspective and experience through a non-structured and structured interview and observation from the writer's perspective. The writer will use narrative analysis for the data analysis method. The writer collected secondary data from the world wide web, journals, and books for theory and data that is relevant to this research. The results of the research show the following: (1) The results from the interview show that the experience of the bartending can significantly affect the customer satisfaction during their visit to the bar, (2) the appearance of the cocktail, and (3) how Bartender Experience and the Presentation of the Cocktail can affect customer satisfaction, which can serve as a guide for the company in determining which aspects of their operations need to be reconsidered or add new things and examined more closely, such as how they present the better way of their beverage to the customer and how they can train their employee to have more opportunity to increase their experience in the field. This study proposes a model called performance of experienced bartender and enjoyment with the cocktail presentation from Xana Beach Club’s bartenders.to be analyzed further. / Penelitian ini berfokus pada bagaimana pengalaman bartender Xana Beach Club dapat mempengaruhi kepuasan pelanggan, penyajian minuman, dan kepuasan pelanggan. Objek penelitian dianalisis dengan metode studi kualitatif dimana penulis mengumpulkan informasi dari partisipan yang terlibat dengan objek penelitian. Data dikumpulkan dari sudut pandang dan pengalaman melalui wawancara tidak terstruktur dan terstruktur, observasi dari sudut pandang penulis. Penulis akan menggunakan analisis naratif untuk metode analisis data. Peneliti mengumpulkan data sekunder dari world wide web, jurnal, dan buku-buku untuk teori dan data yang relevan dengan penelitian ini. Hasil dari penelitian menunjukkan sebagai berikut: (1) Hasil dari wawancara menunjukkan bahwa pengalaman bartender dapat secara signifikan mempengaruhi kepuasan pelanggan selama kunjungan mereka ke bar, (2) penampilan koktail, dan (3) bagaimana Pengalaman Bartender dan Penyajian Koktail dapat mempengaruhi kepuasan pelanggan, yang dapat menjadi panduan bagi perusahaan dalam menentukan aspek mana dari operasi mereka yang perlu dipertimbangkan kembali atau menambahkan hal-hal baru dan diperiksa lebih dekat, seperti bagaimana mereka menyajikan cara yang lebih baik dari minuman mereka kepada pelanggan dan bagaimana mereka dapat melatih karyawan mereka untuk memiliki lebih banyak kesempatan untuk meningkatkan pengalaman mereka di lapangan. Penelitian ini mengusulkan sebuah model yang disebut kinerja dari bartender yang berpengalaman dan kenikmatan tamu dengan presentasi koktail dari bartender Xana Beach Club untuk dianalisis lebih lanjut.

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