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) |
|---|---|
| Subjects: | 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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