MUNIFAH, MUNA (2024) Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Outlet Durian Mande Galaxy di Kota Bekasi. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (SKRIPSI)
Muna Munifah_4441200003_Fulltext.pdf Restricted to Registered users only Download (2MB) |
|
Text
Muna Munifah_4441200003_02.pdf Restricted to Registered users only Download (200kB) |
|
Text
Muna Munifah_4441200003_03.pdf Restricted to Registered users only Download (270kB) |
|
Text
Muna Munifah_4441200003_04.pdf Restricted to Registered users only Download (312kB) |
|
Text
Muna Munifah_4441200003_05.pdf Restricted to Registered users only Download (91kB) |
|
Text
Muna Munifah_4441200003_Ref.pdf Restricted to Registered users only Download (97kB) |
|
Text
Muna Munifah_4441200003_Lamp.pdf Restricted to Registered users only Download (1MB) |
|
Text
Muna Munifah_4441200003_01.pdf Restricted to Registered users only Download (483kB) |
Abstract
Agricultural sector in Indonesia includes the production, processing and distribution of agricultural products, with durian as one of the tropical fruits with high selling value. Durian, which originates from Southeast Asia, is known for its spiny skin and tender flesh. The business potential of durian has encouraged many small and micro businesses in big cities, including Bekasi. One of them is the Mande Galaxy Durian Outlet which provides various types of local durian.This outlet faces challenges in the form of a fluctuating number of consumers, which has an impact on decreasing sales. To attract more consumers and retain customers, outlet management needs to understand consumer assessments and improve service quality by measuring the level of customer satisfaction. The research method used is descriptive quantitative with sampling techniques Accidental Sampling to 100 respondents. Data was analyzed using Validity Test, Descriptive Analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The results showed that 55% of respondents were men, 42% were aged 26-33 years, and 65% had bought durian more than twice. Product availability is the main reason for purchasing (52%), while 85% choose this place because the products are always available. Analysis Importance Performance Analysis (IPA) showed an average score of 4.23 and 4.10. Quadrant I shows that parking comfort needs to be improved. Quadrant II shows 9 attributes that need to be maintained. Quadrant III includes 5 attributes with low priority. Quadrant IV shows 1 attribute that is considered excessive, namely special attention from employees. Consumer satisfaction index (Customer Satisfaction Index) shows a value of 82%, which means consumers are very satisfied with the service at Durian Mande Galaxy.
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Sektor pertanian di Indonesia meliputi produksi, pengolahan dan distribusi hasil pertanian, dengan durian sebagai salah satu buah tropis yang bernilai jual tinggi. Salah satunya adalah Gerai Durian Mande Galaxy yang menyediakan berbagai jenis durian lokal. Gerai ini menghadapi tantangan berupa jumlah konsumen yang fluktuatif sehingga berdampak pada penurunan penjualan. Untuk menarik lebih banyak konsumen dan mempertahankan pelanggan, manajemen outlet perlu memahami penilaian konsumen dan meningkatkan kualitas layanan dengan mengukur tingkat kepuasan pelanggan. Metode penelitian yang digunakan adalah deskriptif kuantitatif dengan teknik pengambilan sampel Accidental Sampling dengan total responden adalah 100 responden. Data dianalisis menggunakan Uji Validitas, Analisis Deskriptif, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan Analisis Kinerja Pentingnya (IPA) menunjukkan skor rata-rata 4,23 dan 4,10. Kuadran I menunjukkan kenyamanan parkir perlu ditingkatkan. Kuadran II menunjukkan 9 atribut yang perlu dipertahankan. Kuadran III mencakup 5 atribut dengan prioritas rendah. Kuadran IV menunjukkan 1 atribut yang dianggap berlebihan yaitu perhatian khusus dari pegawai. Indeks kepuasan konsumen (Indeks Kepuasan Pelanggan) menunjukkan nilai 82% yang berarti konsumen sangat puas terhadap pelayanan pada Durian Mande Galaxy. | |||||||||
| Uncontrolled Keywords: | Customer Satisfaction Index (CSI), Durian, Importance Performance Analysis (IPA), Sevice Quality Agribisnis, CSI, Durian, IPA, Kepuasan Konsumen, Kualitas Pelayanan | |||||||||
| Subjects: | S Agriculture > S Agriculture (General) | |||||||||
| Divisions: | 04-Fakultas Pertanian 04-Fakultas Pertanian > 54201-Program Studi Agribisnis |
|||||||||
| Depositing User: | MUNA M MUNIFAH | |||||||||
| Date Deposited: | 10 Dec 2024 11:27 | |||||||||
| Last Modified: | 10 Dec 2024 11:27 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/44256 |
Actions (login required)
 |
View Item |