Pendekatan QFD dalam Merancang Strategi Peningkatan Kualitas Pelayanan Coffeeshop Dirasa Semarang

This study reveals that the service quality at Dirasa Kopi has not fully met customer expectations, as indicated by negative GAP values across all SERVQUAL dimensions. Reliability shows the largest gap, followed by Responsiveness, reflecting a misalignment between promised and delivered services as well as limitations in staff speed and responsiveness. Through Quality Function Deployment (QFD), these findings were translated into improvement priorities, in which staff training was identified as