Latif, Muhammad Ridho (2023) PENERAPAN FUZZY-CSI DAN FUZZY-SERVQUAL UNTUK MENINGKATKAN KEPUASAN KONSUMEN PADA PANGKAS RAMBUT HIDAYAH LUCKY TANGERANG. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
This research was conducted to determine the level of customer satisfaction at Hidayah Lucky Haircut both as a whole and separately on each attribute analyzed, then given suggestions for improvement to overcome the value gap between customer satisfaction and consumer expectations. Questionnaires were distributed using a Likert scale using non-probability sampling techniques. Incidental sampling technique is a sampling method that is carried out by chance when the consumer arrives. The data analysis method uses the Fuzzy Customer Satisfaction Index (CSI), Fuzzy-Servqual and 5W1H. The results showed that the level of customer satisfaction at Hidayah Lucky's Haircut was in the quite satisfied category with a customer satisfaction index value of 64.825%. Using the fuzzy-servqual method it is known that the attribute that has the highest negative gap value is the first attribute on the service quality dimension with a gap value of -0.27, namely the neatness and cleanliness of the hairdressing room. The results of the fuzzy-servqual analysis obtained several attributes with negative values, so suggestions for improvement were given using the 5W1H method. The advice given was in the form of always ensuring that the shaving room and tools used are always clean before reuse, getting used to being more careful in shaving and not rushing hurry up, make boundaries for motorbike parking arrangements, replace cloth protective clothing with larger and tighter ones, reduce the price of haircuts but add secondary products like hair vitamins and hair oil , provide readings about men's hairstyles and get used to using language that is easier for consumers to understand.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini dilakukan untuk mengetahui tingkat kepuasan konsumen pada Pangkas Rambut Hidayah Lucky secara menyeluruh dan secara terpisah pada setiap atribut yang dianalisis, kemudian diberikan saran perbaikan untuk menanggulangi nilai gap antara kepuasan dan harapan konsumen. Kuesioner disebarkan menggunakan skala likert dengan teknik non probability sampling. Teknik sampling insidental adalah metode pengambilan sampel yang dilakukan secara kebetulan pada saat konsumen datang. Metode analisis data menggunakan Fuzzy Customer Satisfaction Index (CSI), Fuzzy-Servqual dan 5W1H. Hasil penelitian menunjukkan bahwa tingkat kepuasan konsumen pada Pangkas Rambut Hidayah Lucky berada dalam kategori cukup puas dengan nilai indeks kepuasan konsumen sebesar 64,825%. Menggunakan metode fuzzy-servqual diketahui bahwa atribut yang memiliki nilai gap negatif tertinggi adalah atribut pertama pada dimensi kualitas pelayanan dengan nilai gap sebesar -0,27 yaitu kerapian dan kebersihan ruangan cukur rambut. Hasil analisis fuzzy-servqual mendapatkan beberapa atribut bernilai negatif, sehingga diberikan saran perbaikan menggunakan metode 5W1H. Saran yang diberikan adalah berupa selalu memastikan ruangan cukur dan alat yang digunakan selalu bersih sebelum digunakan kembali, membiasakan untuk lebih hati-hati dalam mencukur dan tidak terburu-buru, membuat garis batasan susunan parkir sepeda motor, mengganti kain pelindung pakaian dengan yang lebih besar dan rapat, menurunkan harga cukur rambut tetapi menambahkan produk sekunder seperti vitamin dan minyak rambut, menyediakan bacaan tentang model rambut pria dan membiasakan untuk menggunakan bahasa yang lebih mudah dipahami konsumen. | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Mr Muhammad Ridho Latif | |||||||||
| Date Deposited: | 06 Mar 2023 09:51 | |||||||||
| Last Modified: | 06 Mar 2023 09:51 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/22393 |
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