Please use this identifier to cite or link to this item:
https://repositori.uma.ac.id/handle/123456789/26951
Title: | Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan dengan Menggunakan Metode Fuzzy Carter pada Wongkis Café |
Other Titles: | Analysis of the Influence of Service Quality on Customer Satisfaction Using the Fuzzy Carter Method at Wongkis Café |
Authors: | Surya, Dhelfi Alwiranda |
metadata.dc.contributor.advisor: | Sutrisno Prasetyo, Healthy Aldriany |
Keywords: | kualitas;kepuasan;fuzzy carter;quality;satisfaction |
Issue Date: | 30-Aug-2024 |
Publisher: | UNIVERSITAS MEDAN AREA |
Series/Report no.: | NPM;198150027 |
Abstract: | Kepuasan pelanggan terhadap pelayanan wongkis cafe diartikan sebagai suatu keadaan dimana harapan dan persepsi yang diterima tentang pelayanan yang diberikan kepada pelanggan. Jika dalam jasa pelayanan dibidang hiburan jauh dibawah harapan pelanggan maka pelanggan akan kecewa. Sebaliknya jika layanan yang diberikan memenuhi harapan pelanggan, maka konsumen akan senang dan terus melakukan transaksi secara berulang. Tujuan dari peneitian ini adalah Untuk mengetahui nilai kesenjangan (Gap) atribut antara persepsi dan harapan pelanggan menggunakan metode Fuzzy Carter Servqual di Wongkis Cafe, Untuk mengetahui dimensi pelayanan keandalan (reliability), jaminan (assurance),berwujud (tangib le), empati (empathy), ketanggapan (responsiveness)dengan mengguna kan metode Fuzzy Carter. Pengumpulan data dilakukan dengan penyusunan kuesioner, uji validitas dan reabilitas. Dan proses pengolahan data dilakukan dengan menggunakan metode fuzzy carte untuk mengukur kualitas pelayanan yang terdiri dari lima dimensi kualitas pelayanan yaitu tangible, reliability, responsiveness, assurance, emphaty. Berdasarkan hasil pengolahan data dan pembahasan yang dapat di simpulkan cafe memiliki nilai negatif dalam kepuasan pelanggan. Dan tangibel memiliki nilai gap sebesar -0,32661, dan dengan assurance memiliki nilai gap -0,05469, reliability -0,12066, responsiveness bernilai gap -0,09397, dari penilaian tersebut mengindikasikan perlunya upaya perbaikan yang signifikan dalam semua aspek pelayanan cafe. Customer satisfaction with Wongkis Cafe service is defined as a condition where the expectations and perceptions received about the service provided to customers. If the service in the entertainment sector is far below customer expectations, customers will be disappointed. Conversely, if the service provided meets customer expectations, consumers will be happy and continue to make transactions repeatedly. The purpose of this study is to determine the value of the attribute gap between customer perceptions and expectations using the Fuzzy Carter Servqual method at Wongkis Cafe, to determine the dimensions of service reliability, assurance, tangible, empathy, responsiveness using the Fuzzy Carter method. Data collection was carried out by compiling questionnaires, validity and reliability tests. And the data processing process was carried out using the fuzzy carte method to measure the quality of service consisting of five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, empathy. Based on the results of data processing and discussion, it can be concluded that the cafe has a negative value in customer satisfaction. And tangible has a gap value of -0.32661, and with assurance has a gap value of -0.05469, reliability -0.12066, responsiveness has a gap value of -0.09397, from the assessment indicates the need for significant improvement efforts in all aspects of cafe service. |
Description: | 135 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/26951 |
Appears in Collections: | SP - Industrial Engineering |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
198150027 - Dhelfi Alwiranda Surya - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 2.03 MB | Adobe PDF | View/Open |
198150027 - Dhelfi Alwiranda Surya - Chapter IV.pdf Restricted Access | Chapter IV | 1.21 MB | Adobe PDF | View/Open Request a copy |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.