Usulan Peningkatan Kualitas Pelayanan di Rumah Makan Bu Cucu Menggunakan Metode Importance Performance Analysis dan Tree Diagram

Authors

  • Miftah Khairi Teknik Industri, Institut Teknologi Nasional Bandung
  • Yoanita Yuniati Mukti Teknik Industri, Institut Teknologi Nasional Bandung
  • Intan Rahmatillah Teknik Industri, Institut Teknologi Nasional Bandung

Keywords:

Kualitas pelayanan, Kepuasan konsumen, Importance Performance Analysis, Service Quality, Customer Satisfaction

Abstract

ABSTRAK
Tingginya tingkat persaingan dengan banyaknya bermunculan rumah makan dengan konsep serupa, pandemi Covid-19, dan munculnya berbagai macam keluhan dari konsumen membuat Rumah Makan Bu Cucu ingin melakukan peningkatan kualitas pelayanan. Metode yang digunakan untuk mengukur kualitas pelayanan adalah Importance Performance Analysis dengan kuesioner yang menggunakan dimensi Dineserv. Kuesioner disebarkan kepada 100 responden. Perhitungan yang dilakukan dalam penelitian ini berupa perhitungan tingkat kepentingan dan kepuasan. Hasil dari perhitungan tersebut dijadikan koordinat atribut dalam diagram kartesius yang terbagi menjadi 4 kuadran. Nilai tingkat kepuasan yang didapat sebesar 3,85 dan nilai tingkat kepentingan sebesar 4,23. Berdasarkan posisi kuadran 1 pada diagram Importance Performance Analysis terdapat 5 atribut diantaranya atribut 20,8,9,10, dan 18. Berdasarkan hasil analisis Tree Diagram, usulan peningkatan berupa penyusunan jadwal piket pembersihan toilet, membersihkan peralatan makan sesuai dengan prosedur, dan penataan ulang penempatan meja dan kursi.

ABSTRACT
The high level of competition with the emergence of restaurants with similar concepts, the Covid-19 pandemic, and the emergence of various kinds of complaints from consumers made Bu Cucu Restaurant want to improve the quality of service. The method used to measure service quality is Importance Performance Analysis with a questionnaire that uses the Dineserv dimension. Questionnaires were distributed to 100 respondents. The calculations carried out in this study are in the form of calculating the level of importance and satisfaction. The results of these calculations are used as attribute coordinates in a Cartesian diagram which is divided into 4 quadrants. The value of the level of satisfaction obtained is 3.85 and the value of the level of importance is 4.23. Based on the position of quadrant 1 on the Importance Performance Analysis diagram, there are 5 attributes including attributes 20, 8, 9, 10, and 18. Based on the results of the Tree Diagram analysis, the proposed improvements are in the form of preparing a toilet cleaning picket schedule, cleaning eating utensils according to procedures, and rearranging table and chair placement.

Published

2022-06-21 — Updated on 2022-07-11

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