Priambodo, Wahyu (2019) An Analysis of Indonesian Restaurant (Service Satisfaction) of Indonesia by Using IPA and CSI -A Case Study of an Indonesian Restaurant in Kaohsiung City. Magister thesis, Universitas Brawijaya.
Abstract
Pelanggan adalah faktor utama menjalankan bisnis dan kepuasan pelanggan adalah basis untuk pertumbuhan profitabilitas dan pasar bisnis yang kompetitif. Penelitian ini bertujuan untuk menentukan prioritas masing-masing atribut layanan yang mempengaruhi pelanggan dan untuk mengukur pelanggan indeks kepuasan. Populasi penelitian ini terdiri dari 290 aktual pelanggan restoran Indonesia. Menggunakan analisis kepentingan-kinerja (IPA) model dan Indeks kepuasan pelanggan (CSI). Berdasarkan hasil yang telah dipaparkan dalam penelitian ini, dapat menyimpulkan bahwa semua pelanggan restoran Indonesia memiliki perbedaan persepsi tentang kepuasan pelanggan dalam jenis kelamin, pekerjaan, dan pendidikan ciri. Beberapa poin yang mengarah pada tujuan penelitian ini menyatakan faktor yang memiliki prioritas tertinggi dalam penelitian berada pada kuadran 1 (pelayan bisa menyediakan layanan yang dibutuhkan pelanggan tepat waktu, ketepatan informasi disediakan oleh staf, staf Layanan akan mengutamakan kebutuhan dan manfaat dari makanan Anda).
English Abstract
Customers are the main factor of running a business and the satisfied customers are the base of the business for the growth in profitability and in the competitive business market. This study aimed to determine the priority of each attribute service that influences to the customer and to measure customer satisfaction index. The population of this research consists of 290 actual Indonesian restaurant customers. Using the importance-performance analysis (IPA) model and Customer satisfaction index (CSI). Based on the results that have been presented in this research, it can be concluded that all of the customers of Indonesian restaurant have a different perception on customer’s satisfaction in gender, occupation, and education characteristic. The several points that lead to the purpose of this study state the factors that have the highest priority in the study are in quadrant 1 ( waiters can provide the services customers need on time, the exactness of the information provided by staff, Service staff will give priority to the needs and benefits of your meal). In other the item that excepted to quadrant two also become the priority items in service quality. In another quadrant 3 and 4 has low priority for the service quality but the manager should not ignore it. According to the gap value of all dimensions indicated that reliability aspect has the highest gap between expectation with the perception of customers with value -1.34 which means consumers are still not fully pleased with the service provided by Indonesian restaurants. Refer to the customer satisfaction index represent that overall dimensions of service quality providing by Indonesian restaurant are make customers satisfied with result 80.07 it's meant the manager still has the opportunity to fulfill their service performance
Other obstract
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| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/647.95/PRI/a/2019/041909540 |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, CSI, Importance- performance analysis (IPA), Indonesian Restaurant |
| Subjects: | 600 Technology (Applied sciences) > 647 Management of public households (institutional housekeeping) > 647.9 Specific kinds of public households and institutions > 647.95 Eating and drinking places |
| Divisions: | S2/S3 > Magister Ilmu Ternak, Fakultas Peternakan |
| Depositing User: | Endang Susworini |
| Date Deposited: | 04 Aug 2022 02:52 |
| Last Modified: | 04 Aug 2022 02:52 |
| URI: | http://repository.ub.ac.id/id/eprint/192977 |
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