Hardhika, Palmarosa Ardianti Putri (2025) Analisis Kualitas Layanan Pada Aplikasi Starbucks Indonesia Menggunakan Metode E-ServQual dan Importance Performance Analysis (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to determine the service quality level of the Starbucks Indonesia Mobile App. Despite Starbucks being a leading brand and the App having been downloaded by over one million users, online reviews reveal that there are complaints from the users regarding the App’s services. This research focuses on user reviews of the Starbucks Indonesia Mobile App on the Google Play Store by using the E-ServQual and Importance Performance Analysis methods. Data collection was conducted through an online questionnaire designed to assess user perceptions and expectations while using the application. The result indicated that, out of 19 service quality attributes, there are 10 attributes that have negative gap value and were located in Quadrant I of the IPA diagram. Furthermore, the average service quality level was found to be 88% which is below 100%, highlighting the need to prioritize service quality improvements across these 10 attributes to enhance the App’s service quality and meet user expectations. Therefore, the proposed improvements for the application include optimizing the OTP delivery server by enhancing API integration, conducting regular monitoring and maintenance of the application system, and improving both the quality and quantity of customer service performance. These efforts aim to enhance the overall service quality of the application in order to meet user satisfaction of the Starbucks Indonesia application. Keywords: E-ServQual, Importance Performance Analysis, Customer Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Palmarosa Ardianti Putri Hardhika | ||||||||
| Date Deposited: | 06 May 2025 02:26 | ||||||||
| Last Modified: | 06 May 2025 02:26 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/36114 |
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