Evaluasi Performa Pelayanan Kafe Menggunakan Pendekatan Polling System Dan Studi Kepuasan Pelanggan Berbasis Structural Equation Modeling – Partial Least Squares (Studi Kasus : De Classe Coffee and Gelato TGP Blitar)

Pramesty, Agnes Nathania (2026) Evaluasi Performa Pelayanan Kafe Menggunakan Pendekatan Polling System Dan Studi Kepuasan Pelanggan Berbasis Structural Equation Modeling – Partial Least Squares (Studi Kasus : De Classe Coffee and Gelato TGP Blitar). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas sistem pelayanan merupakan salah satu faktor penting dalam menjaga daya saing industri kafe karena memengaruhi efisiensi operasional dan kepuasan pelanggan. Evaluasi pelayanan yang hanya didasarkan pada kinerja operasional atau persepsi pelanggan secara terpisah belum mampu memberikan gambaran menyeluruh mengenai performa pelayanan. Penelitian ini bertujuan mengevaluasi sistem pelayanan De Classe Coffee and Gelato Cabang TGP melalui integrasi analisis sistem antrean dan analisis persepsi pelanggan. Data penelitian terdiri atas data observasi waktu kedatangan dan waktu pelayanan pelanggan serta data hasil penyebaran kuesioner kepada 122 pelanggan yang dipilih menggunakan teknik non-probability sampling dengan metode purposive sampling. Analisis operasional dilakukan menggunakan Polling System pada pelayanan kasir dan teori antrean klasik pada pelayanan dapur, sedangkan persepsi pelanggan dianalisis menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS).
Hasil penelitian menunjukkan bahwa model antrean pelayanan kasir mengikuti M/G/1 pada seluruh antrean, kecuali antrean Food and Beverage shift 1 dan shift 2 yang mengikuti model G/G/1, sedangkan pelayanan dapur mengikuti model M/G/1 pada shift 1 dan G/G/1 pada shift 2. Tingkat utilitas pelayanan kasir sebesar 0,396 pada Shift 1 dan 0,539 pada Shift 2 menunjukkan sistem masih stabil, sedangkan pelayanan dapur mengalami kondisi overload dengan tingkat utilitas melebihi satu sehingga mengindikasikan terjadinya bottleneck pada proses penyajian makanan. Hasil analisis SEM-PLS menunjukkan bahwa kualitas pelayanan dan lingkungan pelayanan berpengaruh positif signifikan terhadap kepuasan pelanggan, sedangkan persepsi waktu tunggu tidak berpengaruh signifikan. Model mampu menjelaskan 80,5% variasi kepuasan pelanggan. Secara keseluruhan, integrasi hasil analisis sistem antrean dan SEM-PLS menunjukkan bahwa prioritas perbaikan pelayanan perlu difokuskan pada peningkatan kapasitas proses di dapur disertai upaya mempertahankan kualitas pelayanan dan lingkungan pelayanan untuk meningkatkan kepuasan pelanggan.
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Service system quality is a critical factor in maintaining the competitiveness of coffee shops, as it influences both operational efficiency and customer satisfaction. Evaluating service performance solely from either an operational or a customer perception perspective does not provide a comprehensive assessment of overall service quality. Therefore, this study aims to evaluate the service system of De Classe Coffee and Gelato TGP Branch by integrating queueing system analysis and customer perception analysis. The study utilized operational observation data, including customer arrival and service times, along with questionnaire data collected from 122 customers selected using a non-probability sampling technique with purposive sampling. Operational performance was analyzed using a Polling System for cashier services and classical queueing theory for kitchen services, while customer perceptions were examined using Partial Least Squares Structural Equation Modeling (PLS-SEM).
The results indicate that the cashier service queues followed the M/G/1 queueing model for all queues except the Food and Beverage queue during shift 1 and shift 2, which followed the G/G/1 model, whereas the kitchen service followed the M/G/1 model at shift 1 and G/G/1 at shift 2. The cashier service utilization rates were 0,396 for Shift 1 and 0,539 for Shift 2, indicating that the cashier system operated under stable conditions. In contrast, the kitchen service experienced an overloaded condition with a utilization rate exceeding one, indicating a bottleneck in the food preparation process. The PLS-SEM results revealed that service quality and the service environment had positive and significant effects on customer satisfaction, whereas waiting time perception had no significant effect. The proposed model explained 80.5% of the variance in customer satisfaction. Overall, the integration of queueing system analysis and PLS-SEM provides a more comprehensive evaluation of service performance, indicating that service improvement efforts should prioritize increasing kitchen process capacity while maintaining service quality and the service environment to enhance customer satisfaction.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Antrean Klasik, Kepuasan Pelanggan, Polling System, SEM-PLS, Sistem Pelayanan, Classical Queueing Theory, Customer Satisfaction, Polling System, SEM-PLS, Service System
Subjects:	Q Science > QA Mathematics > QA274.8 Queuing theory Q Science > QA Mathematics > QA278.3 Structural equation modeling.
Divisions:	Faculty of Mathematics and Science > Statistics > 49201-(S1) Undergraduate Thesis
Depositing User:	Agnes Nathania Pramesty
Date Deposited:	04 Aug 2026 02:03
Last Modified:	04 Aug 2026 02:03
URI:	http://repository.its.ac.id/id/eprint/142813

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