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	<title>ANALISIS KUALITAS PELAYANAN PT. XYZ DENGAN METODE SERVQUAL DAN METODE IPA | Putri | Journal of Industrial Engineering and Operation Management (JIEOM)</title>
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	<meta name="DC.Creator.PersonalName" content="Dias Ratna Putri"/>
	<meta name="DC.Creator.PersonalName" content="Deny Andesta"/>
	<meta name="DC.Date.created" scheme="ISO8601" content="2024-12-30"/>
	<meta name="DC.Date.dateSubmitted" scheme="ISO8601" content="2024-10-03"/>
	<meta name="DC.Date.issued" scheme="ISO8601" content="2024-12-26"/>
	<meta name="DC.Date.modified" scheme="ISO8601" content="2024-12-29"/>
	<meta name="DC.Description" xml:lang="id" content=" PT. XYZ adalah cabang perusahaan dibidang retail fashion seperti kosmetik, sepatu, tas aksesoris, koleksi pakaian pria maupun wanita serta koleksi pakaian anak. Permasalahan yang ada di perusahanan tersebut adalah kualitas pelayanan yang diberikan karyawan terhadap pelanggan yang belum sesuai dengan yang diharapkan pelanggan. Dalam penelitian ini menggunakan metode  servqual , dan IPA atribut-atribut mana yang perlu dan penting untuk dilakukan perbaikan. Selain itu Penelitian ini bertujuan untuk mengukur kualitas pelayanan di mana untuk mengetahui kesenjangan dan faktor yang mempengaruhi kepuasan konsumen terhadap kualitas pelayanan yang diperoleh sesuai dengan harapan konsumen. Untuk mendapatkan data maka dilakukan dengan penyebaran kuisioner kepada 95 responden. Yang kemudian dianalisis dengan  software Microsoft excel . Berdasarkan hasil analisis metode  servqual  menggunakan  software Microsoft excel  maka didapatkan  GAP  masing-masing dimensi,  tangible  memiliki nilai (Q) -0.23,  Reliability  memiliki nilai (Q) -1.16, kemudian  responsiveness  nilai nilai (Q) -1.23, dimensi  assurance  nilai (Q) -0.68, dimensi  emphaty  nilai (Q)- 0.99. Sedangkan hasil dari analisis IPA didapatkan bahwa atribut 6,8,10,11,17 tergolong kuadran I yang artinya menjadi prioritas utama yang perlu diperbaiki karena kinerja tidak sesuai dengan yang diharapakan. Atribut 1 dan 2 masuk dalam kuadran 2 (pertahankan prioritas) yang artinya kinerja sudah sesuai/stabil dan harus dipertahankan, atribut 5,9,13,14,15,16 masuk dalam kuadran III (Prioritas Rendah) yang artinya atribut yang memiliki prioritas rendah dan tidak terlalu penting tetapi kinerja tidak sesuai, atribut 4 dan 7 masuk dalam kuadran IV (Berlebihan).   Kata Kunci:   Kualitas Pelayanan, Servqual, GAP, IPA "/>
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	<meta name="DC.Source.Volume" content="7"/>	<meta name="DC.Title" content="ANALISIS KUALITAS PELAYANAN PT. XYZ DENGAN METODE SERVQUAL DAN METODE IPA"/>
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        <meta name="citation_author" content="Dias Ratna Putri"/>
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