D. Nggou, Cindrawati (2017) Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Dengan Menggunakan Metode Fuzzy-Servqual (Studi Kasus : Rumah Makan Bebek Goreng H Slamet di Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Rumah makan Bebek goreng H Slamet merupakan salah satu perusahaan jasa yang berkembang di Kota Malang. Sejauh ini rumah makan Bebek goreng H Slamet kurang lebih mengetahui kekurangan dari segi pelayanannya, serta belum mengetahui secara signifikan tentang harapan dan kepuasan dari pelayanan yang diberikan. Oleh karena itu, peneliti meneliti tentang analisis kualitas pelayanan terhadap kepuasan konsumen. Adanya informasi mengenai tingkat pelayanan pada rumah makan Bebek H Slamet, diharapkan dapat memberikan kepuasan tersendiri bagi konsumen, selain itu juga dapat meningkatkan keuntungan bagi rumah makan itu sendiri. Tingkat kualitas pelayanan dapat diukur dengan beberapa metode salah satunya adalah metode Fuzzy-servqual. Metode fuzzy-servqual merupakan suatu instrumen untuk mengukur kualitas pelayanan sebagai kesenjangan antara harapan dan persepsi pelanggan serta mengintegrasikan teori fuzzy untuk mengakomodir subjektivitas dan ambiguitas dalam penilaian kualitas jasa. Proses fuzzy-servqual terdiri dari lima langkah yaitu perhitungan nilai total, perhitungan nilai rata-rata, perhitungan nilai fuzzy gap, proses defuzzifikasi dan perhitungan gap. Berdasarkan hasil penelitian didapatkan hasil atribut yang memiliki nilai gap terbesar adalah atribut X42 (kebersihan dan kenyamanan ruangan) sebesar -0,44. Sedangkan berdasarkan nilai gap setiap dimensi didapatkan atribut tangible yang memiliki nilai gap terbesar dengan nilai sebesar -0,29 dan nilai gap terkecil adalah dimensi reliability sebesar -0,11. Atribut yang menjadi prioritas utama perlu dilakukan perbaikan yaitu atribut (X42) kebersihan dan kenyamanan ruangan, (X43) kondisi rumah makan dan fasilitas yang mendukung (Toilet, parker, wastafel dan musholah), (X44) karyawan yang berpenampilan rapi dan bersih melayani konsumen, (X33) karyawan yang tanggap terhadap setiap permintaan pelanggan, (X54) karyawan yang berkomunikasi baik dengan konsumen dan (X52) karyawan yang menerima konsumen dengan sopan dan ramah.
English Abstract
In the city of Malang known amount of restaurants every year growing and increasing, so that the level of competetion is higher. Therefore, to overcome these problems needed the right strategy. One strategy that is done is how to maintain service quality and improve customer satisfaction. Fried Duck H Slamet restaurant is one service company that develops in Malang. So far the fried duck H Slamet diner more or less know the lack of terms of service, and not yet know significantly about the expectations and satisfaction of the services provided. Therefore, the researchers examined the analysis of service quality to customer satisfaction. The existence of information about the level of service at restaurant Duck H Slamet, is expected to provide satisfaction for consumers, also can increase the advantage for the restaurant itself. Fuzzy-servqual be used to measure the level of perceptions and expectations of consumers. The level of service quality can be measured by several methods one of which is the fuzzy-servqual method. Fuzzy-servqual method is an instrument to measure the quality of service as a gap between customer expectations and perceptions and integrate fuzzy theory to accommodate subjectivity and ambiguity in the assessment of service quality. The fuzzy-servqual process consists of five steps: total value calculation, average value calculation, fuzzy gap calculation, defuzzification process and gap calculation. Based on the result of research obtained attribute results that have the largest gap value is attribute X42 (cleanliness and comfort of the room) of -0.44. While based on the gap value of each dimension obtained tangible attribute that has the largest gap value with a value of -0.29 and the smallest gap value is the reliability dimension of -0.11. first priority of the attributes need to be improved, there are attribute (X42) of cleanliness and comfort of the room, (X43) the condition of restaurants and supporting facilities (Toilets, parking, washbowl and mushola), (X44) employees who look neat and clean to serve consumers, (X33) employees who respond to every customer request, (X54) employees who communicate well with consumers and (X52) employees who accept customers politely and friendly.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2017/598/051710055 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Fuzzy, Servqual. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Teknologi Pertanian > Teknologi Industri Pertanian |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 26 Oct 2017 09:51 |
| Last Modified: | 23 Oct 2021 13:56 |
| URI: | http://repository.ub.ac.id/id/eprint/4465 |
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