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All Journal Jurnal Manajemen Informatika & Teknologi
Semlinda Juszandry Bulan
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Computer Science & IT

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Analysis of Service Quality at Maxx Coffee Lippo Plaza Kupang Using the Service Quality (Servqual) Method Debry F. Pingakh; Semlinda Juszandry Bulan
Jurnal Manajemen Informatika & Teknologi Vol. 6 No. 1 (2026): Mei : Jurnal Manajemen Informatika & Teknologi
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi - Studi Ekonomi Modern

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/sca0yw33

Abstract

Service quality is an essential factor that influences customer satisfaction and loyalty, especially in service-based businesses such as coffee shops. This study aims to analyze the service quality of Maxx Coffee Lippo Plaza Kupang using the Service Quality (SERVQUAL) method, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires and analyzed using a gap analysis between customer expectations and perceptions. The results show that four dimensions have negative gap values (tangibles, reliability, responsiveness, and assurance), while the empathy dimension has a positive value (0.07). Overall, the service quality value (Q > 1) indicates that the services at Maxx Coffee Lippo Plaza Kupang are considered good.
Co-Authors Debry F. Pingakh