Hartono, Trifena Victoria (2019) Analisis Kualitas Pelayanan Pelanggan Coffee Shop dengan Integrasi IPA dan Model Kano. Sarjana thesis, Universitas Brawijaya.
Abstract
Coffee Toffee Malang merupakan sebuah gerai coffee shop yang menawarkan produk berupa kopi, food (snack, main course), dan beverages. Dalam industri jasa, kualitas pelayanan merupakan faktor penting yang perlu diperhatikan. Manajemen Coffee Toffee Malang berkomitmen untuk menyajikan kopi lokal berkualitas terbaik dengan harga terjangkau. Tetapi pada kenyataannya masih terdapat keluhan pelanggan mengenai pelayanan yang diberikan oleh Coffee Toffee Malang. Namun di sisi lain, pihak Coffee Toffee Malang tidak memiliki data keluhan pelanggan, dan belum pernah melakukan analisis kualitas pelayanan. Untuk mengetahui kualitas pelayanan Coffee Toffee Malang perlu dilakukan penelitian dengan integrasi Importance Performance Analysis (IPA) dan Model Kano. Penerapan Importance Performance Analysis (IPA) dan Model Kano dapat membantu pihak manajemen untuk menentukan prioritas atribut yang dianggap penting oleh pengunjung sebagai upaya perbaikan dan peningkatan pelayanannya. Dari metode IPA diperoleh hasil berupa pengelompokan atribut dalam empat kuadran, yaitu kuadran pertahankan prestasi, kuadran prioritas berlebihan, kuadran prioritas rendah, kuadran prioritas utama. Selanjutnya dilakukan identifikasi atribut berdasarkan model Kano, dimana atribut dikelompokkan dalam beberapa kategori, yaitu must be requirements, one dimensional, attractive, indifferent, questionable, dan reverse. Setelah itu, analisis dilakukan dengan integrasi metode IPA dan model Kano untuk menentukan urutan prioritas perbaikan atribut. Hasil penelitian menunjukkan terdapat 3 atribut yang termasuk ke dalam kuadran prioritas utama berdasarkan metode IPA, antara lain T10 (tersedianya area parkir) dengan rata-rata tingkat kepentingan 4,59 dan tingkat performansi 4,25, A2 (kesesuaian antara harga dengan citarasa dan fasilitas yang ada) dengan rata-rata tingkat kepentingan 4,54 dan tingkat performansi 4,12, serta E5 (barista memberi perhatian serius ketika tempat penuh) dengan rata-rata tingkat kepentingan 4,54 dan tingkat performansi 4,11. Berdasarkan model Kano, terdapat 15 atribut dalam kategori must be requirements, 11 atribut dalam kategori attractive, 2 atribut dalam kategori one dimensional, dan 3 atribut dalam kategori indifferent. Integrasi metode IPA dan model Kano menghasilkan urutan prioritas perbaikan atribut dimana terdapat 11 atribut dengan kinerja yang perlu ditingkatkan dan 20 atribut yang perlu dipertahankan kinerjanya. Atribut yang perlu ditingkatkan yaitu, T10 (ketersediaan area parkir), A2 (kesesuaian antara harga dengan citarasa dan fasilitas yang ada), E5 (barista memberikan perhatian serius terhadap anda ketika tempat penuh), T5 (kondisi fisik fasilitas dalam keadaan baik; meja, kursi, wastafel, game board, lampu, AC, dll), T2 (ketepatan penataan tata letak), T6 (kondisi fisik toilet), T3 (barista berpenampilan rapi), RL7 (ketersediaan promo yang bervariasi untuk pelanggan), RL2 (speed WiFi cepat; selalu tersambung), T4 (keindahan interior coffee shop), RL5 (terselenggaranya eventevent dan acara hiburan; live music, standup comedy, nobar).
English Abstract
Coffee Toffee Malang is a coffee shop outlet that offers products which are coffee, food (snack, main course), and beverages. In the service industry, service quality is an important factor. The management team of Coffee Toffee Malang is committed to serve the best high quality local coffee with affordable prices. But in reality there are still customer complaints regarding the services provided by Coffee Toffee Malang. But on the other hand, Coffee Toffee Malang does not have customer complaints data, and has never carried out an analysis of their service quality. To find out the service quality of Coffee Toffee Malang, it is necessary to conduct a research using the integration of Importance Performance Analysis (IPA) and Kano Models. The application of Importance Performance Analysis (IPA) and Kano Model can help the management team to determine the priority of attributes that are considered important by customers as an effort to improve their services. Based on IPA method, the result is grouping attributes in four quadrants, which are Keep Up the Good Work quadrant, Possible Overkill quadrant, Low Priority quadrant, and Concentrate Here quadrant. Furthermore, attribute identification using Kano model grouped the attributes into several categories, such as Must Be Requirements, One Dimensional, Attractive, Indifferent, Questionable, and Reverse. After that, the analysis was carried out by the integration of the IPA method and the Kano model to determine the order of priority for attribute improvements. The results showed that there were 3 attributes included in the Concentrate Here quadrant based on IPA method, including T10 (availability of parking area) with a score 4.59 importance levels and 4.25 performance levels, A2 (suitability between price, taste and facilities) with the importance level score 4.54 and performance level 4.12, and E5 (barista pays serious attention when the place is full) with importance level score 4.54 and performance level 4.11. Based on the Kano model, there are 15 attributes in Must Be Requirements category, 11 attributes in Attractive category, 2 attributes in One Dimensional category, and 3 attributes in Indifferent category. The integration of IPA method and Kano model results a priority sequence of attribute improvements where there are 11 attributes that need to be improved and 20 attributes that need to be maintained. Some attributes that need to be improved are, T10 (availability of parking area), A2 (suitability between price, taste and facilities), E5 (barista pays serious attention to you when the place is full), T5 (physical condition of the facility is in good condition; table, chair, sink, game board, lights, air conditioner, etc.), T2 (layout facilities), T6 (physical condition of the toilet), T3 (barista appearances), RL7 (availability of various promos for customers), RL2 (fast WiFi speed; always connected), T4 (coffee shop interior), RL5 (events and entertainment events; live music, etc).
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FT/2019/144/051904617 |
| Uncontrolled Keywords: | kualitas pelayanan, Importance Performance Analysis (IPA), Model Kano. Service Quality, Importance Performance Analysis (IPA), Kano Model. |
| Subjects: | 300 Social sciences > 331 Labor economics > 331.7 Labor by industry and occupation > 331.79 General occupation groups and government occupations > 331.793 Service occupations |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 06 Nov 2020 04:43 |
| Last Modified: | 14 Sep 2022 05:13 |
| URI: | http://repository.ub.ac.id/id/eprint/170931 |
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