STRATEGI PENINGKATAN KUALITAS PELAYANAN CAFÉ XYZ SETIABUDI BERDASARKAN IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX

Abstrak

This study aims to provide proposals for service quality improvement strategies based on the dineserv dimension to assess customer views from service quality at Cafe XYZ Setiabudi, the Importance Performance Analysis (IPA) method knows the attributes of service quality which can later produce improvement priorities based on the level of importance and level of customer satisfaction and the Customer Satisfaction Index (CSI) method determines the level of customer satisfaction as a whole taking into account the importance of the measured attributes of service quality. Based on the processing of Importance Performance Analysis (IPA) data, there are 5 attributes out of 21 service quality attributes that are the top priority for improvement. The results showed that the overall level of customer satisfaction based on the calculation of the Customer Satisfaction Index (CSI) obtained a value of 84.97%, indicating that this value was included in the criteria of very satisfied. Keywords : Customer Satisfaction, Service Quality, Dineserv, IPA, CSI

Penelitian ini bertujuan memberikan usulan strategi peningkatan kualitas pelayanan berdasarkan dimensi dineserv menilai pandangan pelanggan dari kualitas pelayanan pada Cafe XYZ Setiabudi, metode Importance Performance Analysis (IPA) mengetahui atribut kualitas pelayanan yang nantinya dapat menghasilkan prioritas perbaikan berdasarkan tingkat kepentingan dan tingkat kepuasan pelanggan dan metode Customer Satisfaction Index (CSI) menentukan tingkat kepuasan pelanggan secara menyeluruh dengan mempertimbangkan tingkat kepentingan dari atribut-atribut kualitas pelayanan yang diukur. Berdasarkan pengolahan data Importance Performance Analysis (IPA) terdapat 5 atribut dari 21 atribut kualitas pelayanan yang menjadi prioritas utama untuk dilakukannya perbaikan. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan secara menyeluruh berdasarkan perhitungan Customer Satisfaction Index (CSI) didapatkan nilai sebesar 84,97% menunjukkan nilai tersebut termasuk kedalam kriteria sangat puas. Kata Kunci : Kepuasan Pelanggan, Kualitas Pelayanan, Dineserv, IPA, CSI