Wandana, Yasmine Azalia (2025) Analisa Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dengan Metode Service Quality Dan Kano Model Di FamilyMart Cabang Tunjungan Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
FamilyMart Tunjungan Surabaya is one of the convenience stores with a cafe concept. FamilyMart Tunjungan Surabaya branch is located in the city center and commercial area, so it has high customer potential. However, this branch received a low rating of 2.5 out of 5, lower than other branches inSurabaya. Based on these problems, an improvement in service quality is carried out to customer satisfaction by using the Service Quality method and the Kano Model. This study aims to determine the quality of service to customer satisfaction and provide suggestions for improvements to improve the quality of service FamilyMart Tunjungan Surabaya. The results of the analysis using Service Quality show that the quality of service is 0.78, which means that the service has not met customer expectations. Through the Kano Model, service attributes are classified into Must Be, One Dimensional, Attractive, and Indifferent categories. The results of the analysis of the two methods show that there are 11 attributes that need to be maintained and 9 attributes that must be improved. The suggested improvements include a variety of menus that change every period, an easily accessible complaint system, increasing the number of employees or cleaners, and implementing a work culture that emphasizes the behavior of smiles, greetings, salutations, politeness, and courteous.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Yasmine Azalia Wandana | ||||||||
| Date Deposited: | 02 Jul 2025 04:21 | ||||||||
| Last Modified: | 02 Jul 2025 04:21 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/36370 |
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