Rafli Gadapi, Muhammad (2024) ANALISA TINGKAT KEPUASAN PELAYANAN RESTORAN CEPAT SAJI DENGAN MENGGUNAKAN METODE IPA DAN MODEL KANO. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.

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Abstract

The problems that occurred at KFC Simpang Cilegon had several customer complaints, such as the parking being relatively narrow for 4-wheeled vehicles, the second floor dining area being rarely opened, and the cleanliness of the outlet itself. This research aims to determine attributes that do not meet customer expectations, determine priority attributes to be improved, and prioritize improvement efforts that companies can make to improve the quality of fast food restaurant services. Questionnaires were distributed to 97 respondents. In the results of research using the integration of the Importance Performance Analysis (IPA) method and the Kano Model, there are 7 attributes that need to be improved, 11 attributes that need to be maintained, and 8 attributes that have no effect at all on service quality. The conclusion of this research is that there are priority attributes that must be immediately improved, namely the existence of a sufficient number of cashiers serving the number of customers (when busy) and good speed and responsiveness from restaurant management in responding to customer complaints.

Item Type:	Thesis (S1)
Contributors:	Contribution Contributors NIP/NIM Thesis advisor SIRAJUDDIN, SIRAJUDDIN 197712212009121002 Thesis advisor ARINA, FAULA 197112102005012002
Additional Information:	Permasalahan yang terjadi pada KFC Simpang Cilegon memiliki beberapa keluhan pelanggan kurangnya jumlah kasir, kurang cepat tanggapnya karyawan dalam menghadapi masalah, dan kebersihan dari outlet itu sendiri. Penelitian ini bertujuan untuk mengetahui atribut yang belum memenuhi harapan pelanggan, menentukan prioritas atribut yang akan diperbaiki, memberikan prioritas upaya perbaikan yang dapat dilakukan perusahaan untuk meningkatkan kualitas pelayanan restoran cepat saji. Dilakukan penyebaran kuesioner kepada 97 responden. Pada hasil penelitian dengan menggunakan integrasi dari metode Importance Performance Analysis (IPA) dan Model Kano ini terdapat 7 atribut yang perlu ditingkatkan, 11 atribut yang perlu dipertahankan, dan 8 atribut yang tidak berpengaruh sama sekali terhadap kualitas pelayanan. Kesimpulan dari penelitian kali ini adalah adanya atribut prioritas yang harus segera diperbaiki yaitu keberadaan jumlah kasir yang melayani dapat memadai jumlah pelanggan (saat ramai) dan Kecepatan dan ketanggapan yang baik dari pihak manajemen restoran dalam menanggapi keluhan pelanggan.
Subjects:	T Technology > T Technology (General)
Divisions:	03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri
Depositing User:	Mr Muhammad Rafli Gadapi
Date Deposited:	14 May 2024 15:57
Last Modified:	14 May 2024 15:57
URI:	http://eprints.untirta.ac.id/id/eprint/35284

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