| dc.description.abstract |
Amidst increasingly fierce competition in the culinary business, service quality is a key factor in maintaining customer loyalty. Treat Coffee and Beans, as a growing coffee shop in Medan, faces challenges in meeting customer expectations for fast, friendly, and convenient service. This study aims to improve Treat Coffee and Beans' service quality using the Quality Function Deployment (QFD) method. Data were obtained through questionnaires with 98 regular customers and interviews with management. The House of Quality analysis results indicated that restaurant cleanliness and comfort, speed of service, and staff friendliness were the most prioritized aspects for customers. Based on this, recommended improvement efforts include adding staff during peak hours, providing service training for staff, and implementing a digital order-taking system to increase efficiency. This study concludes that the QFD approach is effective in identifying key customer needs and formulating targeted service improvement strategies that are oriented toward customer satisfaction.
Keywords: coffee shop, House of Quality, customer satisfaction, service quality, Quality Function Deployment | en_US |
