Analisis Pelayanan Hospitality dalam Meningkatkan Kepuasan Pelanggan pada Usaha Ice Cream Gelato

This study aims to analyze the implementation of hospitality services in improving customer satisfaction in an ice cream gelato business. Hospitality in the service industry is not only related to the provision of products but also includes friendliness, attention to customers, and the ability of employees to create a pleasant service experience. This research employed a qualitative approach using a phenomenological case study method to gain an in-depth understanding of customers' experiences regarding the services they receive. Research data were collected through observation, in-depth interviews, and documentation involving customers and employees of the gelato business as research informants. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing. The results show that the practice of hospitality services in the ice cream gelato business is reflected in several key aspects, including employee friendliness in welcoming customers, responsiveness in providing services, empathy in understanding customer needs, and the cleanliness and comfort of the business environment. These aspects play an important role in creating positive customer experiences and increasing customer satisfaction. Good hospitality services not only enhance customer comfort while visiting the business but also have the potential to build long-term customer loyalty.