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Title: | Analisis Pengaruh Harga Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan dengan Metode Customer Satisfaction Index (Csi) dan Important Performance Analysis (Ipa) di Coffe Shop Kodam |
Other Titles: | Analysis of the Influence of Product Price and Service Quality on Customer Satisfaction Using the Customer Satisfaction Index (CSI) and Important Performance Analysis (IPA) Methods at the Kodam Coffee Shop |
Authors: | Nasution, Ahmad Rinaldi |
metadata.dc.contributor.advisor: | Siregar, Ninny Polewangi, Yudi Daeng |
Keywords: | customer satisfaction index (csi);kualitas pelayanan;kepuasan pelanggan;importance performance analysis (ipa) |
Issue Date: | 12-Feb-2024 |
Publisher: | UNIVERSITAS MEDAN AREA |
Series/Report no.: | NPM;188150102 |
Abstract: | Pesatnya perkembangan coffee shop yang menjual berbagai olahan makanan dan olahan kopi sebagai minuman, tidak terlepas kemampuannya untuk memaksimalkan kepuasan pelanggannya melalui pengembangan kualitas produk maupun kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui pengaruh harga produk terhadap kepuasan pelanggan dan pengaruh kualitas pelayanan terhadap kepuasan pelanggan dengan metode CSI dan IPA. Jenis Penelitian yang digunakan adalah deskriptif dengan pendekatan kuantitatif dan data yang dikumpulkan menggunakan metode CSI dan IPA. Responden dalam penelitian ini sebanyak 65 orang pelanggan di Coffee Shop Kodam. Berdasarkan hasil pengolahan data CSI dan IPA diperoleh bahwa Kuadran C menunjukkan faktor yang dianggap kurang penting oleh pelanggan dan tidak terlaksanakan dengan baik oleh perusahaan, atribut yang terkait terdapat pada item P3, sistem mampu meningkatkan kepuasan kerja yang dianggap kurang penting pada coffee shop kodam. Item P14, karyawan memberikan perhatian individual kepada para konsumennya. Item P16, pelanggan merasa puas dengan kualitas menu yang tersedia di coffee shop kodam. Dari perhitungan diperoleh nilai sebesar 81,40 yang artinya para konsumen di coffeeshop kodam merasa sangat puas dengan harga produk yang ditawarkan dan kualitas pelayanan yang ada pada coffeeshop kodam. Hal ini akan membuat para pelanggan akan datang kembali ke coffeshop kodam karena pelayanan dan harganya yang sangat memuaskan konsumen. The rapid development of coffee shops that sell various processed foods and processed coffee as drinks, cannot be separated from their ability to maximize customer satisfaction through the development of product quality and service quality. The purpose of this study was to determine the effect of product prices on customer satisfaction and the effect of service quality on customer satisfaction with the CSI and IPA methods. The type of research used is descriptive with a quantitative approach and data collected using the CSI and IPA methods. Respondents in this study were 65 customers at the Kodam Coffee Shop. Based on the results of CSI and IPA data processing, it was obtained that Quadrant C shows factors that are considered less important by customers and are not implemented properly by the company, the related attributes are in item P3, the system is able to increase job satisfaction which is considered less important at the Kodam coffee shop. Item P14, employees provide individual attention to their consumers. Item P16, customers are satisfied with the quality of the menu available at the Kodam coffee shop. From the calculation, a value of 81.40 was obtained, which means that consumers at the Kodam coffee shop are very satisfied with the price of the products offered and the quality of service at the Kodam coffee shop. This will make customers come back to the Kodam coffee shop because the service and price are very satisfying for consumers. |
Description: | 51 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/26860 |
Appears in Collections: | SP - Industrial Engineering |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
188150102 - Ahmad Rinaldi Nasution - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 1.58 MB | Adobe PDF | View/Open |
188150102 - Ahmad Rinaldi Nasution - Chapter IV.pdf Restricted Access | Chapter IV | 799.48 kB | Adobe PDF | View/Open Request a copy |
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