Pengukuran Service Quality Menggunakan Metode Kano Dan Importance Performance Analysis Untuk Analisis Kualitas Pelayanan Fast Food Restaurant X

Istianti, Dinar Julietta (2023) Pengukuran Service Quality Menggunakan Metode Kano Dan Importance Performance Analysis Untuk Analisis Kualitas Pelayanan Fast Food Restaurant X. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Fast-food Restaurant menjadi peluang bisnis yang semakin berkembang saat ini. Berkembangnya peluang bisnis fast-food Restaurant didukung dengan peningkatan jumlah kunjungan masyarakat pada fast-food Restaurant setiap tahun.Penelitian ini akan membahas mengenai analisis peningkatan kualitas pelayanan pada salah satu fast-food Restaurant X di Bojonegoro. Di mana mutu pelayanan merupakan salah satu hal yang sangat penting dalam berkembangnya suatu restoran.Namun di sisi lain, menurunnya omset penjualan pada restoran yang diteliti, merupakan indikasi awal adanya hal yang perlu diperbaiki dan ditingkatkan. Tujuan dari penelitian ini adalah menganalisis tingkat kepuasan pelanggan dari hasil atribut gap kinerja aktual dengan harapan pelanggan sehingga akan diketahui seberapa besar tingkat kepuasan pelayanan yang sudah diberikan untuk pelanggan dan memberikan solusi alternatif untuk perbaikan. Pada penelitian ini, peningkatan mutu pelayanan menjadi fokus utama. Penelitian ini menggunakan metode service quality (Servqual) untuk mengetahui nilai gap terbesar dalam atribut. Kemudian diintegrasikan dengan metode Important Performance Analysis (IPA) untuk melihat tingkat kepentingan pada tiap dimensi dan atribut. Selanjutnya dilakukan analisis klasifikasi atribut berdasarkan prioritas menggunakan Model Kano. Selanjutnya integrasi IPA dan Model Kano digunakan untuk menentukan prioritas atribut yang harus diperbaiki. Berdasarkan hasil yang didapat diketahui terdapat 13 gap positif dan 20 gap negatif, sehingga dilakukan analisa lebih lanjut untuk mengetahui strategi yang ditetapkan. Penulis membuat tiga tipe strategi yang dapat diimplementasikan restoran yakni strategi prioritas utama, menengah, dan terakhir. Melalui penelitian ini, diharapkan dapat dijadikan pertimbangan bagi pelaku usaha ataupun manajerial dalam menentukan perbaikan kualitas pelayaan melalui continual improvement terhadap kinerja restoran sehingga kualitas dan output restoran menjadi lebih baik.
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Fast-food Restaurant is a growing business opportunity today. The development of fast-food restaurant business opportunities is supported by the increasing number of public visits to fast-food restaurants every year. This study will discuss the analysis of improving the quality of service at one fast-food Restaurant X in Bojonegoro. Where the quality of service is one thing that is very important in the development of a restaurant. But on the other hand, the declining sales turnover at the restaurants studied is an early indication that there are things that need to be improved and improved. The purpose of this study is to analyze the level of customer satisfaction from the results of the actual performance gap attribute with customer expectations so that it will be known how much service satisfaction has been provided to customers and provide alternative solutions for improvement. In this study, improving service quality is the main focus. This study uses the method of service quality (Servqual) to determine the value of the largest gap in the attribute. Then it is integrated with the Important Performance Analysis (IPA) method to see the level of importance on each dimension and attribute. Furthermore, an analysis of the classification of attributes based on priority using the Kano Model is carried out. Furthermore, the integration of IPA and Kano Model is used to determine the priority of attributes that must be improved. Based on the results obtained, it is known that there are 13 positive gaps and 20 negative gaps, so further analysis is carried out to determine the strategy that has been set. The author makes three types of strategies that can be implemented by restaurants, namely the top, middle, and last priority strategies. Through this research, it is hoped that it can be used as a consideration for business actors or managers in determining the improvement of service quality through continual improvement of restaurant performance so that the quality and output of the restaurant becomes better.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas Pelayanan, Servqual, IPA, Model Kano
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Dinar Julietta
Date Deposited:	06 Feb 2023 04:40
Last Modified:	07 Feb 2023 07:49
URI:	http://repository.its.ac.id/id/eprint/96215

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