Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Metode Service Quality (Servqual) dan Importance Performace (study kasus Kofibrik Mojokerto). : Study Kasus Kofibrik Mojokerto

Moh ikhsan bagus A; Mohammad  Muslimin; Rakhmad  Wahyudi

Authors

Moh ikhsan bagus A universitas islam majapahit
Mohammad Muslimin Teknik Industri Universitas Islam Majapahit
Rakhmad Wahyudi Teknik Industri Universitas Islam Majapahit

Keywords:

Kualitas Pelayanan, Service Quality, Importance Performance, Kepuasan Pelanggan

Abstract

This research aims to evaluate customer satisfaction with Kofibrik Mojokerto services and determine the attributes that need to be improved to improve service quality. Considering the intense competition in the cafe and coffee industry, it is important for companies to improve service quality in order to maintain customer satisfaction. This research involved 40 respondents, with data collected through a 5-point Likert scale questionnaire. The methods used are Service Quality (Servqual) and Importance Performance Analysis (IPA). The results show that the average service quality in the tangible dimension is 4.28 for customer perception, while customer expectations are 4.41, resulting in a gap value of -0.13. In the reliability dimension, perception is 4.24 and expectation is 4.36 with a gap of -0.12. The responsiveness dimension shows a perception of 4.29 and an expectation of 4.39 with a gap of -0.23. In the assurance dimension, perception is 4.32 and expectation is 4.40 with a gap of -0.08. The empathy dimension recorded a perception of 4.37 and an expectation of 4.42 with a gap of -0.23. Based on the Importance Performance Analysis, the main priority attributes for improvement, which are in quadrant A, include speed and accuracy in cooking and serving orders, employee accuracy in transactions, ease of calling employees, employee readiness to help customers choose menus, quick response to customer complaints, and availability of security guarantees (CCTV) for parking and luggage.

References

Andika, D. (2019). Peningkatan KualitasBatako Dengan Metode Fishbone Dan Decision Tree Diagram Di Pt. Putra Restu Ibu Abadi Mojokerto. 8–9.

Ghofirin, M. (2018). IMPLEMENTATION OF FINANCIAL ACCOUNTING STANDARDS FOR NON-PUBLICLY–ACCOUNTABLE ENTITIES (SAK) ETAP ON THE FINANCIAL REPORT KPRI KARYA DWIJATAMA SURABAYA. PROCEEDING International Conference Technopreneur and Education 2018, 1(1).

Jaelani, I. M., Muslimin, M., & Efendi, I. B. (2022). ANALISIS RISIKO WORK-RELATED MUSCULOSKELETAL DISORDERS BERDASARKAN POSTUR KERJA PADA PEKERJA INDUSTRI SANDAL HANDMADE (Studi Kasus di UD. Yuriko Indonesia). Seminar Nasional Fakultas Teknik, 1(1), 249–258. https://doi.org/10.36815/semastek.v1i1.43

Lupiyoadi, R. (2014). Manajemen pemasaran jasa berbasis kompetensi.

Prasetyo, E. Y., Rosyida, E. E., & Efendi, I. B. (2020). PERANCANGAN APLIKASI E-MARKETPLACE PADA PUSAT OLEH-OLEH KHAS MOJOKERTO. 0722067704, 2343.

Rangkuti, F. (2006). Teknik mengukur dan strategi meningkatkan kepuasan pelanggan. Jakarta: Penerbit PT Gramedia Pustaka Utama.

Syamsudin, M., Puspitorini, P. S., & Efendi, I. B. (2023). Meminimalkan Produk Cacat Pada Produksi Tepung Bumbu Praktis Dengan Menggunakan Metode Qcc (Quality Control Circle) Dan Six Sigma. Seminar Nasional Fakultas Teknik, 2(1), 319–329. https://doi.org/10.36815/semastek.v2i1.162

Tjiptono, F. (2011). Brand registration and usage in selected FMCG markets in Indonesia 1914 to 2007: a study of brands and branding in a transitional economy. UNSW Sydney.

Widjoyo, I. O. (2013). Analisa pengaruh kualitas layanan terhadap kepuasan konsumen pada layanan drive thru McDonald’s Basuki Rahmat di Surabaya. Jurnal Strategi Pemasaran, 1(1).