Wulandari, Devina Cici (2023) Analisis Kepuasan Mahasiswa Terhadap Pelayanan Kantin Pusat Institut Teknologi Sepuluh Nopember (ITS) Menggunakan Importance Performance Analysis dan Sentiment Analysis. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kantin Pusat ITS merupakan fasilitas yang diberikan oleh Institut Teknologi Sepuluh Nopember untuk seluruh civitas akademik ITS. Mahasiswa yang merupakan salah satu pelanggan kantin pusat ITS tentu membutuhkan pelayanan dan fasilitas yang terbaik. Kepuasan mahasiswa menjadi salah satu tolak ukur keberhasilan dari pelayanan dan fasilitas, sehingga dilakukan analisis dengan dimensi kualitas layanan yang dapat dilihat dari lima dimensi, yaitu tangible, reliability, responsiveness, assurance dan empathy. Analisis kepuasan akan dilakukan menggunakan metode Importance Performance Analysis (IPA) dan sentiment. Importance Performance Analysis (IPA) merupakan metode analisis untuk melihat kualitas penggunaan dalam hal kepuasan dan kepentingan dengan menggunakan analisis kuadran, sedangkan metode sentiment analysis pada penilitian ini adalah untuk melihat argument positif dan negatif dengan melihat komentar pelanggan kantin pusat ITS. Tujuan dari penelitian ini adalah untuk mengetahui karakteristik serta faktor-faktor yang perlu diperbaiki terkait kantin pusat ITS. Penelitian yang telah dilakukan, mendapatkan hasil bahwa aspek yang menjadi prioritas utama dalam peningkatan kualitas kantin pusat ITS adalah kebersihan toilet kantin pusat ITS terjaga, variasi menu yang ditawarkan, kesesuaian harga dengan produk yang dijualkan, kecepatan pelayanan penjual bagi mahasiswa ITS, dan keamanan parker kendaraan mahasiswa ITS
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The ITS Central Canteen is a facility provided by Institut Teknologi Sepuluh Nopember for the entire ITS academic community. Students who are one of the ITS central canteen certainly need the best service and facilities. Student satisfaction is one of the benchmarks for the success of services and facilities, so an analysis is carried out with the dimensions of service quality which can be seen from five dimensions, namely tangible, reliability, responsiveness, assurance and empathy. Satisfaction analysis will be carried out using the Importance Performance Analysis (IPA) and sentiment methods. Importance Performance Analysis (IPA) is an analytical method to see the quality of use in terms of satisfaction and importance using quadrant analysis, while the sentiment analysis method in this study is to see positive and negative arguments by looking at the comments of ITS central canteen customers. The purpose of this study is to find out the characteristics and factors that need to be improved related to the ITS central canteen. The research that has been carried out, has obtained the results that the aspects that are the top priority in improving the quality of the ITS central canteen are the cleanliness of the ITS central canteen toilets maintained, the variety of menus offered, the suitability of prices with the products sold, the speed of seller services for ITS students, and the safety of ITS student vehicle parkers
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Dimensi Kualitas Layanan, Importance Performance Analysis (IPA), Kantin Pusat ITS, Mahasiswa ITS, Sentiment Analysis. |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Vocational > 49501-Business Statistics |
| Depositing User: | Devina Cici Wulandari |
| Date Deposited: | 02 Aug 2023 07:32 |
| Last Modified: | 02 Aug 2023 07:32 |
| URI: | http://repository.its.ac.id/id/eprint/100370 |
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