MATONDANG, RIFQY YAKUB (2024) Pengukuran Tingkat Kepuasan Konsumen terhadap Kualitas Pelayanan Menggunakan Metode Importance Performance Analysis dan Customer Satisfaction Index. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.

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Abstract

In the current era, people are competing to improve the economy where running Micro, Small and Medium Enterprises (UMKM) is one of the ways that is very much done where one of the UMKM is experiencing significant development in the city of Tangerang, namely the coffee shop business, meetologi coffee is one of those that follows the busy development of these UMKM where it turns out that in the last 5 months meetologi coffee has experienced a decrease in customers of 10% to 15% due to several factors that cause complaints from customers about the quality of service from meetologi coffe. To overcome this problem, research was conducted on meetology coffee using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The results of this study obtained the highest gap value, namely the T3 attribute or the cafe parking lot which is considered less extensive as well as the T7 attribute or the availability of chairs and tables where the availability of tables and chairs is still lacking which makes it difficult for customers to store food and drinks as well as a place to sit, for the overall customer satisfaction index at meetologi coffee get a value of 76.83% where based on the classification table of customer satisfaction index values, this is considered that customers are 'satisfied' with the service at meetologi coffee, and to increase customer satisfaction meetology needs to add to analyzing the number of customers so that it can estimate the number of chairs and tables because it is still considered insufficient, also conduct training for employees in terms of alertness in solving problems as well as in providing solutions for customers.

Item Type:	Thesis (S1)
Contributors:	Contribution Contributors NIP/NIM Thesis advisor GUNAWAN, AKBAR 0028098303 Thesis advisor MUTAQIN, ADE IRMAN SAEFUL 0015068205
Additional Information:	Di era saat ini masyarakat berlomba-lomba untuk meningkatkan perekonomian dimana menjalankan Usaha Mikro Menengah Kecil (UMKM) menjadi salah satu cara yang sangat banyak di lakukan dimana salah satu dari UMKM sedang mengalami perkembangan signifikan di Kota Tangerang yaitu usaha coffee shop, meetologi coffee merupakan salah satu yang mengikuti ramainya perkembangan UMKM tersebut dimana ternyata dalam 5 bulan terakhir meetologi coffe mengalami penurunan pelanggan 10% sampai 15% yang disebabkan beberapa faktor yang menyebabkan keluhan dari pelanggan tentang kualitas pelayanan dari meetologi coffe. Untuk mengatasi masalah tersebut maka dilakukan penelitian pada meetologi coffee menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil dari penelitian ini didaptkan nilai gap (kesenjangan) tertinggi yaitu pada atribut T3 atau lahan parkir cafe yang di anggap kurang luas juga atribut T7 atau ketersediaan kursi dan meja dimana ketersediaan meja dan kursi masih kurang yang membuat pelanggan kesulitan dalam menyimpan makan dan minuman juga tempat untuk duduk, untuk indek kepuasan pelanggan pada meetologi coffe secara keseluruhan mendapatkan nilai 76,83% dimana berdasarkan tabel klasifikasi nilai indeks kepuasan pelanggan hal ini di anggap pelanggan ‘puas’ dengan pelayanan pada meetologi coffe, dan untuk meningkatkan kepuasan pelanggan meetologi perlu menambah melakukan analisis jumlah pelanggan supaya dapat memperkirakan jumlah kursi dan meja karna masih di anggap kurang, juga melakukan pelatihan terhadap karyawan dalam segi kesigapan dalam mengatasi masalah juga dalam memberikan solusi untuk pelanggan.
Subjects:	T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri
Depositing User:	Rifqy Yakub Matondang
Date Deposited:	29 Apr 2024 16:00
Last Modified:	29 Apr 2024 16:00
URI:	http://eprints.untirta.ac.id/id/eprint/35001

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