Juwita, Sindy Oktaviani (2024) PENGARUH KUALITAS MAKANAN DAN PELAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN (Studi Kasus: Rumah Makan Nasi Krawu Bu Tiban). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Nasi Krawu Bu Tiban restaurant is an MSME in the culinary sector that sells traditional Gresik food which is the pioneer of krawu rice restaurant in Gresik and has a good image in the eyes of its customers. The objectives of this study are 1) Analyzing the level of importance and performance of attributes at Nasi Krawu Bu Tiban Restaurant, 2) Analyzing the percentage of customer satisfaction level at Nasi Krawu Bu Tiban Restaurant. This study uses the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods to measure the current level of customer satisfaction. The results showed that the CSI value was 76.37%, which means that consumers were satisfied with the service or performance provided. As for the results of Importance Performance Analysis (IPA) analysis, there are 1 attribute in quadrant I (top priority), 16 in quadrant II (maintain achievement), 7 in quadrant III (low priority), and 3 in quadrant IV (excessive). These results indicate that there is still a need to improve services for attributes that have a low level of consumer satisfaction but have a high level of importance in order to achieve maximum satisfaction. Keyword: Consumer Satisfaction, Perform Importance
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | S Agriculture > S Agriculture (General) | ||||||||||||
| Divisions: | Faculty of Agriculture > Departement of Agribusiness | ||||||||||||
| Depositing User: | Sindy Oktaviani Juwita | ||||||||||||
| Date Deposited: | 09 Jul 2024 07:09 | ||||||||||||
| Last Modified: | 09 Jul 2024 07:09 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/25227 |
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