Logo IPI  
Journal > Jurnal Teknoin > ANALISIS TINGKAT KUALITAS PELAYANAN DENGAN MENGINTEGRASIKAN METODE SERVICE QUALITY KE DALAM METODE IMPORTANCE AND PERFORMANCE ANALYSIS (Studi Kasus : Cha - cha Milk Tea)

 

Jurnal Teknoin
Vol 22, No 1 (2016)
ANALISIS TINGKAT KUALITAS PELAYANAN DENGAN MENGINTEGRASIKAN METODE SERVICE QUALITY KE DALAM METODE IMPORTANCE AND PERFORMANCE ANALYSIS (Studi Kasus : Cha - cha Milk Tea)
Jalal, R. Abdul ( Jurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Islam Indonesia)
Jayamandau, Ibnu ( Jurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Islam Indonesia)
Article Info   ABSTRACT
Published date:
17 May 2016
 
This research is aimed to measure the satisfaction level of Cha-cha Milk Tea‟s service and also the attributes that are needed and used to be priority of improvement by management. The method used is Service Quality (SERVQUAL) which is integrated into Importance and Performance Analysis‟s method (IPA). Data obtained by distributing questionnaires to 80 respondents ofCha-cha Milk Tea‟scustomer. The results showed  unsatisfactory levels of service satisfaction, because the satisfaction scores is less than 1. Attribute “Toilet yang bersih” is the attribute with the largest negative scores, and the other attributes which is be the priority of  improvement  are : “Karyawan yang selalu memberi salam dan sapa”, “Adanya iklan yang menarik minat pelanggan”, “Sarana parkir yang luas”, “Toilet yang bersih”, “Tersedianya pengharum ruangan”, and “Selalu mengedepankan layanan profesional”.
Copyrights © 2016