Analysis of Service Quality Using Service Quality and IPA Methods at XYZ Cafes

Setyo, Faris Aulia Dwi (2023) Analysis of Service Quality Using Service Quality and IPA Methods at XYZ Cafes. SITEKIN: Jurnal Sains, Teknologi dan Industri, 20 (2). pp. 595-602. ISSN 2721-2041

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Abstract

XYZ Cafe is an MSME business in Gresik Regency with a target market of teenagers and surrounding office employees. Cafe management evaluates cafe services for consumer complaints, which decreases the number of cafe visitors. Service quality is essential in marketing current products so that products can be well received in the market. The method used to determine the quality of service is service quality while determining the service attributes that need to be improved using the importance-performance analysis method. The quality of service provided by the XYZ Gresik cafe is based on service quality. From the results of the IPA analysis, the results of quadrants I, II, have relatively high demand, and quadrants III, IV, have relatively low demand with a relatively high level of satisfaction, so it is considered excessive. And from the GAP calculation results using the service quality method has a negative value.

Item Type:	Article
Uncontrolled Keywords:	cafe, service quality, importance-performance analysis (IPA), service quality, servqual method integration
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	Faris Aulia Dwi Setyo
Date Deposited:	15 Sep 2023 08:22
Last Modified:	15 Sep 2023 08:22
URI:	http://eprints.umg.ac.id/id/eprint/8338

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