RACHMAWATI, MARISA REZZY (2025) ANALISIS KEPUASAN KONSUMEN KOPI KENANGAN CABANG CIPONDOH MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCEPERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The quality of service at Kopi Kenangan is an important factor in determining the level of customer satisfaction, especially at the Cipondoh branch. Research reports show that there are complaints regarding speed of service, accuracy of order presentation, and comfort of facilities, which have the potential to influence customer satisfaction. Therefore, service quality analysis is needed to identify aspects that need to be improved in order to improve customer experience. This research needs to be carried out because Kopi Kenangan Cipondoh branch faces challenges in maintaining service and product quality which has an impact on consumer satisfaction. Reviews on Google Reviews show that product quality is the source of the most complaints, with 40 complaints regarding inconsistent taste and 21 complaints regarding inadequate presentation. By using CSI and IPA to analyze customer satisfaction. Based on survey data, although the level of satisfaction shows an increase, the CSI score is still in the "Quite Satisfied" category, which indicates there are opportunities for improvement. The IPA method maps service attributes that require special attention, while CSI measures satisfaction levels quantitatively. Analysis shows that timeliness of serving, staff response, comfort of facilities, and consistency of product taste greatly influence customer satisfaction. Proposed improvements include implementing a digital system for ordering and routine staff training. This implementation is expected to increase customer satisfaction, loyalty and competitiveness of Kopi Kenangan in the market. Keywords : Service quality, Customer satisfaction, Kopi Kenangan, CSI, IPA. Kualitas pelayanan di Kopi Kenangan merupakan faktor penting dalam menentukan tingkat kepuasan pelanggan, khususnya di cabang Cipondoh. Laporan penelitian menunjukkan adanya keluhan terkait kecepatan pelayanan, ketepatan penyajian pesanan, dan kenyamanan fasilitas, yang berpotensi memengaruhi kepuasan pelanggan. Oleh karena itu, analisis kualitas pelayanan diperlukan untuk mengidentifikasi aspek-aspek yang perlu diperbaiki guna meningkatkan pengalaman pelanggan. Penelitian ini perlu dilakukan karena Kopi Kenangan cabang Cipondoh menghadapi tantangan dalam menjaga kualitas layanan dan produk yang berdampak pada kepuasan konsumen. Ulasan di Google Review menunjukkan bahwa kualitas produk menjadi sumber keluhan terbanyak, sejumlah 40 keluhan terkait rasa yang tidak konsisten dan 21 keluhan mengenai penyajian yang kurang memadai. Dengan menggunakan CSI dan IPA untuk menganalisis kepuasan pelanggan. Berdasarkan data survei, meskipun tingkat kepuasan menunjukkan peningkatan, nilai CSI masih berada dalam kategori "Cukup Puas," yang menandakan adanya peluang untuk perbaikan. Metode IPA memetakan atribut pelayanan yang memerlukan perhatian khusus, sementara CSI mengukur tingkat kepuasan secara kuantitatif. Analisis menunjukkan bahwa ketepatan waktu penyajian, respons staf, kenyamanan fasilitas, dan konsistensi rasa produk sangat memengaruhi kepuasan pelanggan. Usulan perbaikan mencakup penerapan sistem digital untuk pemesanan dan pelatihan staf rutin. Implementasi ini diharapkan meningkatkan kepuasan pelanggan, loyalitas, dan daya saing Kopi Kenangan di pasar. Kata Kunci : Kualitas pelayanan, Kepuasan pelanggan, Kopi Kenangan, CSI, IPA.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 25 014 |
| NIM/NIDN Creators: | 41621010010 |
| Uncontrolled Keywords: | Kualitas pelayanan, Kepuasan pelanggan, Kopi Kenangan, CSI, IPA. |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | khalimah |
| Date Deposited: | 15 Feb 2025 05:41 |
| Last Modified: | 15 Feb 2025 05:41 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/94262 |
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