SETIADY, DEJAN (2023) STRATEGI PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus: Int.Space Coffee). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
The level of coffee consumption according to the Ministry of Agriculture in 2020 reached 258,000 tons which has increased from 2019. So that many new coffee shops have sprung up, to be able to continue to compete of business, people are required to always improve their quality, Int.Space Coffee is one of a Micro, Small and Medium Enterprises ( UMKM) engaged in the coffee industry or better known today is the Coffee shop. In a period of two months, from December 2021 to February 2022, Int.Space experienced a 30% decrease in revenue and complaints from customers regarding the quality of services provided. To overcome these problems, the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods are used. The result of the highest gap value is on the tangible dimension (T), which is -0.14. Where customers feel a significant difference in terms of physical appearance or appearance, then Int.Space Coffee's customer satisfaction index score is the highest on the assurance dimension, namely 87.18%; then the reliability dimension is 85.95%, then the responsiveness dimension is 85.62%; and the lowest on the empathy dimension with a value of 84.39%, the overall customer satisfaction index is 85.15%. To improve services, coffee shop can do this by providing clean toilets and providing a place to wash your hands. Then the coffee shop can maintain performance on attributes that are included in quadrant B (maintain achievement) and pay attention to attribute performance in quadrant D (excessive).
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Tingkat konsumsi kopi menurut Kementerian Pertanian pada tahun 2020 mencapai 258.000 ton dimana mengalami peningkatan dari tahun 2019. Sehingga banyak coffe shop baru bermunculan, untuk dapat terus bersaing tentunya para pelaku bisnis dituntut untuk selalu meningkatkan kualitasnya, Int.Space Coffee merupakan Usaha Mikro Kecil Menengah (UMKM) yang bergerak dibidang industri kopi atau lebih dikenal saat ini adalah Coffee shop. Dalam kurun waktu dua bulan yaitu Desember 2021 hingga Febtuari 2022 Int.Space mengalami penurunan pendapatan sebebar 30% dan adanya keluhan dari pelanggan terkait kualitas pelayanan yang diberikan. Untuk mengatasi permasalahan tersebut maka digunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Hasil nilai gap (kesenjangan) tertinggi pada dimensi tangible (T), yaitu sebesar -0,14. Dimana pelanggan merasa perbedaan yang cukup besar pada hal-hal fisik atau tampilan, kemudian nilai indeks kepuasan pelanggan Int.Space Coffee tertinggi pada dimensi assurance yaitu 87,18%; kemudian dimensi reliability yaitu 85,95%, lalu dimensi responsiveness yaitu 85,62%; dan yang terendah pada dimensi empathy dengan nilai 84,39%, indeks kepuasan pelanggan secara keseluruhan adalah sebesar 85,15%. Untuk meningkatkan pelayanan dapat dilakukan dengan cara menyediakan toilet yang bersih dan menyediakan tempat cuci tangan ya. Lalu dapat mempertankan kinerja pada atribut yang termasuk kedalam kuadran B (pertahankan prestasi) serta memperhatikan kinerja atribut dalam kuadran D (berlebihan). | |||||||||
| Subjects: | T Technology > T Technology (General) T Technology > TX Home economics |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Mr Dejan Setiady | |||||||||
| Date Deposited: | 19 Jan 2023 16:05 | |||||||||
| Last Modified: | 19 Jan 2023 16:05 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/20032 |
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