ANALISIS KUALITAS PELAYANAN RESTORAN CEPAT SAJI DENGAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) DAN IPA (IMPORTANCE PERFORMANCE ANALYSIS)
DOI:
https://doi.org/10.51804/jiso.v6i1.69-75Keywords:
importance performance analysis, root cause analysis, service quality, servqual,Abstract
Perusahaan harus senantisa menjaga dan selalu meningkatkan kualitas produk dan layanan yang diberikan pelanggan agar bisa bertahan dari ketatnya persaingan. Perusahaan yang bergerak pada bidang jasa seperti restoran cepat saji harus senantiasa selalu menjaga kualitas pelayanan yang diberikan kepada pelanggannya. Pada penelitian ini mengambil studi kasus di restoran cepat saji M2M Indonesia fastfood cabang Sepanjang Sidoarjo. Penelitian ini menggunakan metode Service Quality dan Importance Performance Analysis. Teknik pengumpulan data pada penelitian ini dilakukan dengan cara menyebar kuisioner. Dalam kuisioner terdapat 24 atribut pertanyaan yang mencerminkan kualitas pelayanann. Yang selanjutnya dilakukan analisis dengan menggunakan metode Service Quality dan Importance Performance Analysis. Dari hasil perhitungan menggunakan metode servqual dari seluruh atribut penelitian didapatkan rata – rata total nilai persepsi pelanggan sebesar 4,116 dan rata – rata nilai harapan pelanggan sebesar 4,542 dan didapatkan nilai gap sebesar -0,426 yang artinya secara keseluruhan pelanggan belum puas terhadap kualitas pelayanan M2M cabang sepanjang Sidoarjo dan masih perlu banyak evaluasi dan perbaikan. Berdasarkan hasil pengolahan data didapatkan atribut yang mempunyai nilai gap terbesar dan masuk pada kuadran A pada diagram kartesius Importance Performance Analysis yaitu atribut (A18), (A8), (A4), (A7), (A11), (A5), (A9). Hasil penelitian berupa saran atau ususlan perbaikan terhadap atribut atribut yang menjadi prioritas perbaikan.
ABSTRACT
Company to always maintain and always improve the quality of products and services provided by customers in order to survive the intense competition. Companies engaged in services such as fast food restaurants must always maintain the quality of service provided to their customers. In this study, we took a case study at a fast food restaurant M2M Indonesia fastfood branch throughout Sidoarjo. This research uses Service Quality and Importance Performance Analysis methods. Data collection techniques in this study were carried out by distributing questionnaires. In the questionnaire there are 24 attribute questions that reflect the quality of service. The next step is to analyze using the Service Quality and Importance Performance Analysis methods. From the results of calculations using the servqual method of all research attributes, the average total value of customer perception is 4.116 and the average value of customer expectations is 4.542 and the gap value is -0.426, which means that overall customers are not satisfied with the service quality of M2M branches throughout Sidoarjo. and still needs a lot of evaluation and improvement. Based on the results of data processing, the attributes that have the largest gap value and are included in quadrant A on the Cartesian Importance Performance Analysis diagram are attributes (A18), (A8), (A4), (A7), (A11), (A5), (A9). The results of the research are in the form of suggestions or suggestions for improvements to the attributes that are the priority for improvement.
References
Alghiffari, A. K. (2020). Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan dengan Metode Fuzzy Servqual dan Importance Performance Analysis di KFC Je (Doctoral dissertation, FAKULTAS TEKNOLOGI PERTANIAN). http://AKALGHIFFARI-repository.unej.ac.id
Ariska, N., & Wijaksana, T. I. (2017). Pengaruh Kualitas Pelayanan Dan Promosi Penjualan Terhadap Minat Beli Ulang (studi Pada Konsumen Bakso Boedjangan Cabang Burangrang Bandung). eProceedings of Management,4(3). https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/view/4797
Azhari, M. A. (2017). Analisis Tingkat Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dengan Pendekatan Metode Servqual Dan Importance Performance Analysis (Studi Kasus Pada Restoran Kepiting Dandito Balikpapan). http://MAAzhari-2017-dspace.uii.ac.id
Destree Christian, Agung Sutrisno, J. M. J. (2020). PENERAPAN METODE ROOT CAUSE ANALYSIS (RCA) UNTUK MENENTUKAN AKAR PENYEBAB KELUHAN KONSUMEN Destree Christian, Agung Sutrisno, Jefferson Mende Jurusan Teknik Mesin Universitas Sam Ratulangi. 7.
Marzuqi, A., Retnowati, D., & Ardhyani, I, W. (2021). EVALUASI KUALITAS LAYANAN PADA UMKM BERKAH JAYA UTAMA. JISO : Journal of Industrial and Systems Optimation, 4(2), 73-80.
Rahmat, R., & Supriyanto, H. (2021). Evaluasi Atribut Kualitas Layanan Online Meeting Google Meet Menurut Persepsi Pengguna dengan Metode IPA-Kano dan Partial Least. 10(2)
Senoji, P. S. (2020). perbaikan tingkat kualitas layanan di oase cafe. jurnal penelitian fakultas teknik industri universitas atma jaya, 8-22
Wardani, D. P. (2019). PENGURANGAN LOSEEES DENGAN PENDEKATAN ROOT CAUSE ANALYSIS DAN 5W-1H (CV. CITRA MENTARI). 5–21
Zuraidah, E. (2018). Analisis Kualitas Pelayanan Restoran Cepat Saji Dengan Metode SERVQUAL (Service Quality). URL :
https://ejurnal.lppmunsera.org/index.php/PROSISKO/article/download/726/756
Downloads
Published
Issue
Section
License
With the receipt of the article by JISO Editorial Board and the decision to be published, the copyright regarding the article will be transferred to JISO. The copyright transfer form can be downloaded here.
JISO has the right to multiply and distribute the article and every author is not allowed to publish the same article that was published in this journal.
JISO is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Under the following terms:
Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
