Fikry, Azhim (2023) STRATEGI PERBAIKAN KUALITAS PRODUK DAN PELAYANAN BERDASARKAN TINGKAT KEPUASAN DAN KEPENTINGAN KONSUMEN. S1 thesis, Universitas Sultan Ageng Tirtayasa.

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Abstract

Kedai Kinetik is a business engaged in the F&B industry or better known as Coffeeshop. Kedai Kinetik offers a product in the form of food in the form of snacks and drinks in the form of coffee as a best seller and the convenience of the coffee shop. There are several problems that stem from customer complaints related to the quality of service provided by Kedai Kinetik. For this reason, it is necessary to analyze and take the right steps to overcome existing problems. This can be done by taking a survey of customers who come to the coffee shop. Assessment of satisfaction related to the quality of services and products provided to consumers can be carried out using the Customer Satisfication Index (CSI) method, as well as conducting assessments related to measuring performance levels using Importance Performance Analysis (IPA). Customer satisfaction related to the quality of products and services at Kedai Kinetik amounted to 83.26% which is included in the very satisfactory category. There are several attributes that need to be improved, namely in quadrant 1, namely attribute 1. The attributes that need to be maintained are in quadrant 2, namely attribute 4, attribute 6, attribute 7, attribute 8, attribute 11, and attribute 12, attribute 14, attribute 15, attribute 23, attribute 27. The improvement step that can be done by Kedai Kinetik is to improve the attributes contained in quadrant I, namely by increasing the variety of food menus Keywords : customer satisfaction, quality, coffee, customer satisfaction index, importance performance analysis

Item Type:	Thesis (S1)
Contributors:	Contribution Contributors NIP/NIM Thesis advisor B. Katili, Putiri 196211231990032001 Thesis advisor Gunawan, Akbar 198309282014041001t
Subjects:	T Technology > TS Manufactures
Divisions:	03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri
Depositing User:	M Fikry Azhim
Date Deposited:	06 Sep 2023 15:53
Last Modified:	06 Sep 2023 15:53
URI:	http://eprints.untirta.ac.id/id/eprint/29342

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