ANALISIS TINGKAT KEPUASAN PELANGGAN EMERY BARBERSHOP DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS

Authors

  • RANDA PRATAMA SURIANTO
  • RIRI LESTARI
  • YUDIANTRI ASDI

DOI:

https://doi.org/10.25077/jmu.6.3.69-75.2017

Abstract

Kualitas pelayanan adalah tingkat baik atau buruknya suatu produk/jasa. Kualitas pelayanan yang baik merupakan salah satu titik ukur dari perkembangan suatu perusahaan atau instansi. Hal tersebut dapat dinilai dari kepuasan pelanggan terhadap pelayanan yang diberikan perusahaan tersebut. Penilitian ini mengamati kualitas pelayanan jasa pada Emery Barbershop yang bertujuan untuk mengetahui persepsi pelanggan terhadap indikator-indikator dalam dimensi kualitas jasa dengan menggunakan metode Costumer Satisfaction Index (CSI) dan metode Importance Performance Analysis (IPA). Dimensi kualitas pelayanan ada lima, yaitu tangible, reliability, responsiveness, assurance, dan emphaty. Dari hasil perhitungan Costumer Satisfaction Index (CSI) diperoleh 83,41%. Hal ini berarti pelanggan telah merasa puas terhadap pelayanan yang diberikan oleh Emery Barbershop, sedangkan dengan metode Importance Performance Analysis (IPA), dengan analisis kuadran terdapat 3 indikator yang menjadi prioritas utama untuk ditingkatkan kinerjanya yaitu kebersihan toilet, keadaan tempat ibadah, dan kepedulian karyawan terhadap keluhan pelanggan. Kata Kunci: Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Kualitas pelayanan, Kepuasan pelanggan

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Published

03-11-2017

How to Cite

PRATAMA SURIANTO, R., LESTARI, R., & ASDI, Y. (2017). ANALISIS TINGKAT KEPUASAN PELANGGAN EMERY BARBERSHOP DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS. Jurnal Matematika UNAND, 6(3), 69–75. https://doi.org/10.25077/jmu.6.3.69-75.2017

Issue

Vol. 6 No. 3 (2017)

Section

Articles

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