PERBAIKAN KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) POTENSIAL IN GAIN CUSTOMER VALUE (PGCV) DAN CUSTOMER SATISFACTION INDEX (CSI) (Studi Kasus : Habitat Kafe)

Triyonanta, Yohanes (2022) PERBAIKAN KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) POTENSIAL IN GAIN CUSTOMER VALUE (PGCV) DAN CUSTOMER SATISFACTION INDEX (CSI) (Studi Kasus : Habitat Kafe). Other thesis, UPN "Veteran" Yogyakarta.

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Abstract

ix
ABSTRAK
Habitat Kafe adalah sebuah industri dibidang makanan dan minuman yang
berada di Yogyakarta. Berdasarkan hasil wawancara dengan pemilik Habitat Kafe
mengalami penurunan pendapatan dikarenakan kebijakan pemerintah menerapkan
physical distancing. Hasil penyebaran kuesioner terbuka menunjukkan bahwa
konsumen belum merasa puas atas layanan Habitat Kafe yang diberikan, diantaranya
mengenai lamanya waktu menyajikan makanan dan minuman serta kurangnya
fasilitas tambahan seperti tempat cuci tangan. Penelitian ini bertujuan untuk
meningkatkan kepuasan pelanggan dengan cara memperbaiki kualitas layanan.
Dimensi kualitas pelayanan yang diukur adalah tangibles (5 atribut
pelayanan), reliability (5 atribut pelayanan), responsiveness (5 atribut pelayanan),
assurance (5 atribut pelayanan) dan empathy (5 atribut pelayanan). Kelima dimensi
tersebut diukur menggunakan metode Importance Performance Analysis (IPA) untuk
menempatkan atribut-atribut ke dalam diagram kartesius. Prioritas perbaikan
diketahui dengan menggunakan indeks Potensial in Gain Customer Value (PGCV).
Kepuasan pelanggan secara keseluruhan dicari menggunakan metode Customer
Satisfaction Index (CSI).
Hasil penelitian menunjukan bahwa tingkat kepuasan pelanggan secara
keseluruhan adalah sebesar 71.35 %, yang berarti tingkat kepuasan pelanggan hanya
mencapai rasa puas belum mencapai ketingkat maksimal yaitu sangat puas. Perbaikan
hendaknya dapat dilakukan dengan mengutamakan atribut-atribut yang menjadi
prioritas utama bagi konsumen agar tingkat kepuasan pelanggan meningkat.
Kata Kunci : Kepuasan Pelanggan, Importance Performance Analysis (IPA),
Customer Satisfaction Index (CSI), dan Potensial in Gain Customer Value (PGCV).x
ABSTRACT
Cafes habitat is a food and beverage industry based in yogyakarta. Based on
the results of the interview with the cafe's habitat has been reduced in revenue due to
a government policy of applying physical distension. The results of the release of an
open questionnaire indicate that consumers have not been satisfied with the coverage
of cafes habitat services, such as the length of time they serve food and drink and the
lack of additional facilities such asa hand wash. The study aims to increase customer
satisfaction by improving service quality.
The measured quality dimension of service is tangibles (5 attributes of
service), qualities (5 attributes of service), responsiveness (5 attributes of service),
assurance (5 attributes of service) and assurance (5 attributes of service). The five
dimensions are measured using a method of importance performance analysis
(science) to place attributes into the cartesius diagram. Repair priorities are known
using a potential index in customer value gain (PGCV). Customer satisfaction on the
whole is sought using csi customer records.
Research shows that total customer satisfaction is at 71.35%, which means
the customer's level of satisfaction reaches only to the maximum, which is very
satisfied. Improvements should be made by putting the attributes that are the top
priority for the consumer to increase customer satisfaction.
Keywords : Customer satisfaction, Importance Performance Analysis (IPA),
Customer Satisfaction Index (CSI), dan Potensial in Gain Customer Value (PGCV).

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kepuasan Pelanggan, Importance Performance Analysis (IPA),
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Divisions:	Faculty of Engineering, Science and Mathematics > School of Engineering Sciences
Depositing User:	Eko Yuli
Date Deposited:	12 Jan 2022 02:39
Last Modified:	16 Sep 2022 07:13
URI:	http://eprints.upnyk.ac.id/id/eprint/27743

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