CAHYANI, RAHAYU INDAH (2021) ANALISIS KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN KONSUMEN PADA NANA BAKERY PUSAT DI PASAR CURUG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The purposes of this study are to analyze the respondents characteristics and to analyze the service quality toward customer satisfaction level at Nana Bakery Center in Curug Market. The type and the data used in this study are primary data and secondary data. The sampling method is this study was accidental sampling with 60 respondents. The analysis method used in this study were validity test, reliability test, descriptive analysis, IPA analysis, and CSI analysis. The result of study using descriptive analysis found that Nana Bakery Centers consumers were dominated by women, aged 17 – 25 years, housewife, income rate between Rp. 0 – Rp. 1.499.999, become a customer for 3 years, and the reason of buying is to fulfill the daily consumption. The result of study using SPSS and MS. Excel shows that used attributes were valid and reliable. Based on the calculation of customer satisfaction using the IPA method, shows that the average importance level is 3,71 and the performance level is 3,89. The result of study using IPA method, shows that there are seven attributes in Quadrant II, seven attributes in Quadran III, and one in Quadrant IV. Furthermore, the result of using CSI shows that calculation is 80,84 which which belong to very satisfied with the service quality of Nana Bakery Center.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | The purposes of this study are to analyze the respondents characteristics and to analyze the service quality toward customer satisfaction level at Nana Bakery Center in Curug Market. The type and the data used in this study are primary data and secondary data. The sampling method is this study was accidental sampling with 60 respondents. The analysis method used in this study were validity test, reliability test, descriptive analysis, IPA analysis, and CSI analysis. The result of study using descriptive analysis found that Nana Bakery Centers consumers were dominated by women, aged 17 – 25 years, housewife, income rate between Rp. 0 – Rp. 1.499.999, become a customer for 3 years, and the reason of buying is to fulfill the daily consumption. The result of study using SPSS and MS. Excel shows that used attributes were valid and reliable. Based on the calculation of customer satisfaction using the IPA method, shows that the average importance level is 3,71 and the performance level is 3,89. The result of study using IPA method, shows that there are seven attributes in Quadrant II, seven attributes in Quadran III, and one in Quadrant IV. Furthermore, the result of using CSI shows that calculation is 80,84 which which belong to very satisfied with the service quality of Nana Bakery Center. | |||||||||
| Uncontrolled Keywords: | accidental sampling, IPA analysis, CSI analysis, Nana Bakery | |||||||||
| Subjects: | S Agriculture > S Agriculture (General) | |||||||||
| Divisions: | 04-Fakultas Pertanian > 54201-Program Studi Agribisnis | |||||||||
| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 19 Dec 2022 10:21 | |||||||||
| Last Modified: | 04 Sep 2023 14:23 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/18565 |
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