ANALISIS TINGKAT KUALITAS PELAYANAN DENGAN MENGINTEGRASIKAN METODE SERVICE QUALITY KE DALAM METODE IMPORTANCE AND PERFORMANCE ANALYSIS (Studi Kasus: Cha - cha Milk Tea)
ABSTRACT: 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”.
Penulis: R. Abdul Jalal, Ibnu
Jayamandau
Kode Jurnal: jptindustridd160038
