Putri, Rizma Noviana (2015) Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Menggunakan Analisis Importance Performance (Studi pada Konsumen Indomaret Point Colombo Yogyakarta). Other thesis, UPN "VETERAN" YOGYAKARTA.
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Abstract
ABSTRAKSI
Rizma Noviana Putri, Nomor Mahasiswa 152110044, Program Studi Ilmu Administrasi
Bisnis, Fakulta
s Ilmu Sosial Dan Ilmu Politik, Universitas Pembangunan Nasional “Veteran”
Yogyakarta. Judul penelitian
Analisis Kepuasan Konsumen Terhadap
Kualitas Pelayanan
Menggunakan Analisis
Importance Performance
(Studi pada Konsumen Indomaret Point
Colombo Yogyakar
ta).
Dosen pembimbing
Dr. Susanta, M.Si dan Didik Indarwanta, M.AB.
Penelitian ini bertujuan untuk mengetahui kepuasan konsumen terhadap dimensi kualitas
pelayanan pada Indomaret Point Colombo yogyakarta. Teknik pengumpulan data menggunakan
kuesioner kepad
a 100 responden dipilih menggunakan teknik insidental sampling. Teknik
analisis data yang digunakan adalah metode
Importance Performance
.
Berdasarkan hasil Indeks Kepuasan Konsumen, bahwa secara umum semua atribut
pelayanan dinilai tidak memuaskan karena d
idapatkan hasil negatif dari seluruh atribut tersebut.
Hasil analisis metode
Importance Performance
menunjukkan atribut yang menyebabkan
kepuasan konsumen adalah pada yaitu penataan
sitting area
, gedung bangunan Indomaret Point,
kerapian karyawan Indomaret
Point, ketepatan karyawan Indomaret Point dalam melayani
konsumen, kesopanan karyawan Indomaret Point dalam melayani konsumen dan keramahan
karyawan Indomaret Point dalam melayani konsumen dan sikap profesional karyawan Indomaret
Point dalam melayani kons
umen.
Atribut yang menyebabkan ketidakpuasan konsumen adalah area parkir kendaraan,
kenyamanan fasilitas Indomaret Point, kesesuaian pelayanan dengan janji/promosi yang
ditawarkan Indomaret Point, pelayanan yang diberikan oleh karyawan Indomaret Point,
ket
anggapan karyawan Indomaret Point dalam membantu konsumen, kemampuan
berkomunikasi karyawan Indomaret Point kepada konsumen, karyawan Indomaret Point
menyampaikan informasi dengan jelas, pengetahuan karyawan Indomaret Point tentang
produk/layanan yang ters
edia, kesediaan karyawan Indomaret Point dalam menerima
keluhan/pengaduan konsumen, Indomaret Point dapat memahami kebutuhan konsumen baik
dalam produk/jasa.
Kata kunci : kepuasan konsumen,
importance performance
, kualitas pelayanan
ABSTRACT
Rizma Noviana Putri, number of students 152110044, The Study of Science Program of
Business Administration , The Faculty of Social and Political Science , The University of
National Development “Veteran” Yogyakarta. The title of research is Analy
sis of the
Satisfaction of Consumers Using Performance Importance Analysis (Study on the consumer of
Indomaret Point Colombo Yogyakarta). Supervising lecturer Dr .Susanta, M.Si and Didik
Indarwanta
, M.AB.
This research aims to know the satisfaction of cons
umers to the service quality in Indomaret
Colombo Point Yogyakarta. Data collection techniques using questionnaires to 100 respondents
were selected using the technique of incidental sampling. Data analysis technique used is the
method of Importance Perfor
mance.
Based on the resu
lts customer satisfaction index
, that in general the services all attributes
was not satisfactory because obtained a negative result of all those attributes .The analysis of the
performance of a method of importance show an attribut
e that causes customer satisfaction is on
that
is the arrangement sitting area
, bu
ilding building indomaret point
, ne
atness indomaret point
employees
, the accuracy of employees indom
aret point in serving consumers
, modesty
employees indomaret point in serv
ing consumers and friendliness employees indomaret point in
serving consumers and professional attitude employees indomaret point in serving consumers .
The attribute of being caused dissatisfaction consumers were areas parking, facilities
comfortability i
ndomaret point, conformity with the promise of s
ervices offered indomaret point
,
the services provid
ed by employees indomaret point
, responsiveness of employees he
lp
customers indomaret point
, communication skills employees indomaret point to
consumers
, po
int
employees indomare
t conveying information clearly
, knowledge point a
bout employees
indomaret product/the services provided
, the willingness o
f employees receive complaints
/
indomar
et point in consumer complaints
, indomaret point can be understood the n
eed of good
consum
ers in the product and services
.
Keywords: consumer satisfaction, performance importance, the quality of service
| Item Type: | Thesis (Other) |
|---|---|
| Subjek: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Muji Isambina |
| Date Deposited: | 18 May 2016 07:33 |
| Last Modified: | 18 May 2016 07:33 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/1514 |
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