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Muhammad Tholhah
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Computer Science & IT Control & Systems Engineering Industrial & Manufacturing Engineering

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Integration of Importance Performance Analysis (IPA) Method and KANO Model to Measure Customer Satisfaction Level at Bosque Cafe Bungah Gresik Muhammad Tholhah; Narto Narto
Jurnal Rekayasa Sistem & Industri (JRSI) Vol 10 No 02 (2023): Jurnal Rekayasa Sistem & Industri - Desember 2023
Publisher : School of Industrial and System Engineering, Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jrsi.v10i02.586

Abstract

Bisnis kuliner Coffee Shop di era industri 4.0 menjadi tren tersendiri di kalangan anak muda. Adanya pandemi Covid-19 mengharuskan masyarakat menjaga jarak dan membatasi kegiatan di luar rumah merupakan tantangan dalam keberlangsungan usaha ini, sehingga kondisi tersebut mengakibatkan turunnya tingkat penjualan. Bosque Café salah satu usaha coffee shop di kota Gresik harus menciptakan kualitas pelayanan untuk memberikan kenyamanan di tengah kondisi pandemi dan tingginya persaingan bisnis sesama coffee shop yang semakin tinggi akhir-akhir ini. Untuk menarik minat pengunjung beberapa cara harus dilakukan, salah satunya adalah meningkatkan kualitas pelayanan terhadap pelanggan. Penggunaan metode IPA untuk memetakan kualitas pelayanan dengan diagram kartesius dapat mengetahui prioritas pelayanan yang harus diperbaikan dan dipertahankan. Sedangkan KANO model digunakan untuk perbaikan sesuai dengan atribut yang paling berpengaruh terhadap kualitas pelayanan. Tujuan penelitian ini mengukur tingkat kepuasan pelanggan terhadap kualitas pelayanan di Bosque Cafe dengan pendekatan IPA dan KANO dan usulan perbaikan terhadap atribut yang berpengaruh terhadap kepuasan pelanggan. Hasil analisis menunjukkan terdapat 12 atribut pelayanan yang harus diperbaiki yang dibagi menjadi 3 kriteria yaitu perbaikan sumber daya manusia, perbaikan pelayanan oleh karyawan, perbaikan fasilitas untuk memberikan rasa keamanan dan kenyamanan terhadap pelanggan.
Integration of Importance Performance Analysis (IPA) Method and KANO Model to Measure Customer Satisfaction Level at Bosque Cafe Bungah Gresik Muhammad Tholhah; Narto
Jurnal Rekayasa Sistem & Industri Vol 10 No 02 (2023): Jurnal Rekayasa Sistem & Industri
Publisher : School of Industrial and System Engineering, Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jrsi.v10i02.586

Abstract

The Coffee Shop culinary business in the industrial era 4.0 has become a trend among young people. Theexistence of the Covid-19 pandemic requires people to keep their distance and limit activities outside thehome is a challenge in the sustainability of this business, so that these conditions have resulted in adecrease in sales levels. Bosque Café, one of the coffee shop businesses in the city of Gresik, must createquality services to provide comfort in the midst of pandemic conditions and the high business competitionof fellow coffee shops that have been getting higher recently. To attract visitors, several ways must bedone, one of which is to improve the quality of service to customers. The use of the science method to mapthe quality of service with a cartesian diagram can find out the service priorities that must be improved andmaintained. Meanwhile, the KANO model is used for improvement in accordance with the attributes thatmost affect the quality of service. The purpose of this study is to measure the level of customer satisfactionwith the quality of service at Bosque Cafe with an IPA and KANO approach and propose improvements toattributes that affect customer satisfaction. The results of the analysis show that there are 12 serviceattributes that must be improved which are divided into 3 criteria, namely improving human resources,improving services by employees, improving facilities to provide a sense of security and comfort tocustomers
Co-Authors Narto Narto Narto