eprintid: 49748 rev_number: 21 eprint_status: archive userid: 22489 dir: disk0/00/04/97/48 datestamp: 2025-06-20 02:05:05 lastmod: 2025-06-20 02:05:05 status_changed: 2025-06-20 02:05:05 type: thesis metadata_visibility: show creators_name: PRAMESTI, DINI creators_id: 3333210019 contributors_type: http://www.loc.gov/loc.terms/relators/THS contributors_type: http://www.loc.gov/loc.terms/relators/THS contributors_name: GUNAWAN, AKBAR contributors_name: FERDINANT, PUTRO contributors_id: 0028098303 contributors_id: 0004038103 corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA corp_creators: FAKULTAS TEKNIK corp_creators: JURUSAN TEKNIK INDUSTRI title: ANALISIS KEPUASAN PELANGGAN BERDASARKAN DIMENSI SERVICE QUALITY PADA TOKO ALFAMIDI MUARA CIUJUNG BARAT ispublished: pub subjects: HF divisions: FT divisions: Industri full_text_status: restricted note: Kepuasan pelanggan merupakan aspek krusial dalam kegiatan bisnis, karena kualitas pelayanan yang buruk dapat berdampak langsung pada turunnya tingkat kepuasan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan, mengidentifikasi keunggulan dan kelemahan atribut pelayanan, menentukan prioritas perbaikan, serta memberikan usulan untuk meningkatkan kepuasan pelanggan di Toko Alfamidi Muara Ciujung Barat. Berdasarkan karakteristik responden, diketahui bahwa 6,1% pelanggan merasa cukup puas, 34,4% puas, dan 59,6% sangat puas, dengan tingkat kepuasan keseluruhan berada pada kategori sangat puas dengan persentase sebesar 84,02%. Hasil analisis SERVQUAL menunjukkan seluruh atribut memiliki gap negatif, menandakan bahwa pelayanan belum sepenuhnya memenuhi harapan pelanggan meskipun memiliki nilai kepuasan pelanggan yang baik. Dimensi yang menjadi keunggulan adalah tangibles dengan nilai kualitas pelayan sebesar 0,973, sementara dimensi yang menjadi kelemahan adalah empathy dengan nilai kualitas pelayanan sebesar 0,941. Pada diaram kartesius IPA menunjukkan atribut yang masuk kedalam kuadran I (prioritas utama) yang memerlukan peningkatan, seperti komunikasi karyawan dengan pelanggan, pemahaman produk, kecepatan antrean, kesesuaian harga antara display dan kasir, serta kejelasan karyawan dalam menanggapi pelanggan. Usulan perbaikan meliputi pelatihan SOP pelayanan, penataan produk, peningkatan komunikasi, pengecekan harga rutin, dan penambahan kasir saat jam sibuk. abstract: Customer satisfaction is a crucial aspect in business activities, because poor service quality can have a direct impact on the decline in satisfaction levels. This study aims to determine the level of customer satisfaction, identify the strengths and weaknesses of service attributes, determine improvement priorities, and provide suggestions for increasing customer satisfaction at Alfamidi Muara Ciujung Barat Store. Based on the characteristics of the respondents, it is known that 6.1% of customers feel quite satisfied, 34.4% are satisfied, and 59.6% are very satisfied, with the overall satisfaction level in the very satisfied category with a percentage of 84.02%. The results of the SERVQUAL analysis show that all attributes have a negative gap, indicating that the service has not fully met customer expectations despite having a good customer satisfaction value. The dimension that is an advantage is tangibles with a service quality value of 0.973, while the dimension that is a weakness is empathy with a service quality value of 0.941. The IPA Cartesian diagram shows attributes that fall into quadrant I (top priority) that require improvement, such as employee communication with customers, product understanding, queue speed, price compatibility between displays and cashiers, and clarity of employees in responding to customers. Proposed improvements include service SOP training, product arrangement, improved communication, regular price checks, and additional cashiers during peak hours. date: 2025-06-19 date_type: published pages: 134 institution: Fakultas Teknik Universitas Sultan Ageng Tirtayasa department: TEKNIK INDUSTRI thesis_type: sarjana thesis_name: sarjana citation: PRAMESTI, DINI (2025) ANALISIS KEPUASAN PELANGGAN BERDASARKAN DIMENSI SERVICE QUALITY PADA TOKO ALFAMIDI MUARA CIUJUNG BARAT. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa. document_url: https://eprints.untirta.ac.id/49748/1/Dini%20Pramesti_3333210019_Fulltext.pdf document_url: https://eprints.untirta.ac.id/49748/3/Dini%20Pramesti_3333210019_01.pdf document_url: https://eprints.untirta.ac.id/49748/4/Dini%20Pramesti_3333210019_02.pdf document_url: https://eprints.untirta.ac.id/49748/5/Dini%20Pramesti_3333210019_03.pdf document_url: https://eprints.untirta.ac.id/49748/6/Dini%20Pramesti_3333210019_04.pdf document_url: https://eprints.untirta.ac.id/49748/7/Dini%20Pramesti_3333210019_05.pdf document_url: https://eprints.untirta.ac.id/49748/8/Dini%20Pramesti_3333210019_06.pdf document_url: https://eprints.untirta.ac.id/49748/9/Dini%20Pramesti_3333210019_Ref.pdf document_url: https://eprints.untirta.ac.id/49748/10/Dini%20Pramesti_3333210019_Lamp.pdf document_url: https://eprints.untirta.ac.id/49748/11/Dini%20Pramesti_3333210019_CP.pdf