Measuring Service Quality with the Service Quality Approach (Servqual) and Importance Performance Analysis (IPA) Method
DOI:
https://doi.org/10.000000/belacoss.v1i5.434Keywords:
Operation Management, Service Quality, Importance Performance AnalysisAbstract
Modern lifestyles, especially among young people, encourage the trend of hanging out in cafes as part of social interactions. This makes service quality very important to support customer comfort and satisfaction. PT. Sedjuk Bakmi and Kopi is one of the leading coffee shops that also serves a signature menu of oven noodles, and is known for its traditional building design in the middle of an urban atmosphere. The purpose of this study is to measure the gap between customer expectations and perceptions of Sedjuk Bakmi and Kopi services and provide recommendations for improvements to increase satisfaction and reduce customer complaints. The objects of this study are customers who have become customers of PT. Sedjuk Bakmi and Kopi. This study was conducted on 80 respondents using a quantitative descriptive approach. The methodology used in this study is Servqual and Importance Performance Analysis (IPA) with SPSS analysis tools. Therefore, the results of this study state that Sedjuk Bakmi and Kopi need to improve key services such as complaint handling and staff skills, focusing on important aspects for customers and reducing attention to less important things. Recommendations include facility improvements, staff training, customer care programs, 24-hour service, and an effective complaints system.
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