Rachmansyah, Aditya (2026) ANALISIS KEPUASAN PELANGGAN ESPUTER SOERABAJA MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX, GAP ANALYSIS, DAN IMPORTANCE PERFORMANCE ANALYSIS (Studi Kasus : Esputer Soerabaja Booth Rungkut dan Booth Gayungsari). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the level of customer satisfaction and identify service attributes that should be prioritized for improvement at Esputer Soerabaja booths in Rungkut and Gayungsari, which is motivated by a decline in sales due to increasing competition in the culinary industry. The method used is a quantitative approach through questionnaire distribution, with data analysis conducted using Customer Satisfaction Index (CSI), GAP Analysis, and Importance Performance Analysis (IPA). The results show that the CSI value is 80.42% (categorized as very satisfied); however, all service attributes still have negative gap values, indicating that performance has not fully met customer expectations. Based on the IPA analysis, the priority improvements at Esputer Soerabaja include price information accuracy and location accessibility. Therefore, it is recommended that Esputer Soerabaja focus on improving service quality, particularly in providing clear pricing information, and conduct regular evaluations of customer satisfaction to enhance customer loyalty and achieve sustainable sales performance.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Aditya Aditya Rachmansyah | ||||||||
| Date Deposited: | 29 May 2026 03:55 | ||||||||
| Last Modified: | 29 May 2026 03:55 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/53040 |
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