PERAN PASTRY DAN BAKERY TERHADAP KEPUASAAN PELANGGAN DI TOKO DELI HOTEL MAJAPAHIT SURABAYA

  • I Ketut Suardana
  • Intan Normalita Sari Akademi Pariwisata Dharma Nusantara Sakti Yogyakarta
Keywords: How it works, Customer Satisfaction

Abstract

Pastry and bakery are part of the food and beverage product department whose job is to make various cakes and desserts for pastry corner, breakfast, coffee break, lunch & dinner needs. The purpose of this study is to determine how good and professional work of the Deli Hotel Majapahit Store Management Staff that can increase customer satisfaction, and to fulfill customer desires in purchasing Pastry and Bakery products from the Deli Hotel Majapahit Shop. The method used is data analysis method with quantitative descriptive method and data collection methods by observation, interviews, and documentation. The results of management research from the Deli Hotel Majapahit Store, each new employee will be guided and accompanied for two weeks to learn about Bakery products and about the nature of the customer so that customers feel happy and satisfied when buying Bakery products then provide information about customer loyalty at Deli Hotel Majapahit Store so that they can provide good service and always feel satisfied with the services provided. Every customer loyalty at Toko Deli Hotel Majapahit will get product discounts for every purchase and always get the main service so that many of Toko Deli's customers want to be customer loyalty.

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Published
2021-04-27