Fahrasyahda, Marsha Amanda (2024) Analisis Komparatif Tingkat Kepuasan Konsumen dan Customer Delight Sate Ayam Ponorogo pada Rumah Makan di Kota Ponorogo dan Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The culinary origin of Ponorogo, namely Chicken Satay, has a very large audience and can currently be found outside the Ponorogo city, such as in Surabaya. The purpose of this study is to analyze the customer satisfaction of Ponorogo Chicken Satay at Surabaya Restaurant as a substitute for Ponorogo Restaurant and identify the factors that cause customer delight. The analysis methods used are Customer Satisfaction Index (CSI), Important Performance Analysis (IPA), and Factor Analysis. The results showed that customer satisfaction at RM Ponorogo was higher (CSI 83.75%) than at RM Surabaya (CSI 74.55%). The attributes that need to be improved by RM Ponorogo and Surabaya to increase customer satisfaction can be seen through the Cartesian diagram in IPA analysis in quadrant I (top priority). The main factor causing Customer Delight at RM Ponorogo Chicken Satay in Ponorogo is Finishing Touch while at RM Ponorogo Chicken Satay in Surabaya is Justice
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | H Social Sciences > HC Economics H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Agriculture > Departement of Agribusiness | ||||||||||||
| Depositing User: | Marsha Amanda Fahrasyahda | ||||||||||||
| Date Deposited: | 23 Aug 2024 07:54 | ||||||||||||
| Last Modified: | 23 Aug 2024 07:54 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/28589 |
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