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All Journal Industrika : Jurnal Ilmiah Teknik Industri Agrimansion: Agribusiness Management & Extension Blend Sains Jurnal Teknik Factory Jurnal Industri, Manajemen dan Rekayasa Sistem Industri Buletin Utama Teknik Jurnal Teknik Indonesia (JU-TI)
Sibuea, Siti Rahmah
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Agriculture, Biological Sciences & Forestry Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences

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ANALISIS TINGKAT KEPUASAN PELANGGAN PADA JASA DEKORASI PERNIKAHAN DENGAN METODE SERVICE QUALITY (SEVQUAL) DAN IMPORTANCE PERFORMA ANALYSIS (IPA) (STUDI KASUS : RUSTIC DECORATION MEDAN) Sibuea, Siti Rahmah; Arfah, Mahrani; Tarigan, Fachriza Ikhsan
Buletin Utama Teknik Vol 21, No 2 (2026): Edisi Januari
Publisher : Universitas Islam Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30743/but.v21i2.13116

Abstract

This study aims to evaluate the level of customer satisfaction with the quality of service provided by the Rustic Decoration Medan (RDM) wedding decoration service company. This study is motivated by the absence of a systematic evaluation of service quality during the five years of RDM's operation, even though the dynamics of competition in the decoration industry are increasing. This study uses a quantitative approach using the SERVQUAL method to measure 5 dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. In addition, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) are used to map improvement priorities and assess satisfaction levels comprehensively. Data collection was carried out by distributing questionnaires to 50 respondents who were active customers in the period October to December 2024. The results of the analysis showed that the reliability dimension had the lowest level of conformity of 65%, while the empathy dimension obtained the highest level of conformity of 88.88%. The customer satisfaction index (CSI) value of 39.66% indicates that customer expectations have not been optimally met. The findings in quadrant I of IPA place the aspects of punctuality and employee responsiveness as the main priority for improvement. The results of this study are expected to provide strategic contributions to the management of RDM services and become a reference for improving service quality in the wedding decoration service sector
Co-Authors Adilah, Kurnia Afandi, Riswan Agfira, Utami Nanda AK, Wirda Novarika Apriani, Nanda Arfah, Mahrani Boangmanalu, Chandra Septian Dimastia, Robika Faiz Ahmad Sibuea Farista, Dicky Frendi Harahap, Bonar Hardiansyah, Heru Hasian, Putri Hasibuan, Abdurrozzaq Hasugian, Eben Arnaldi Hernawati, Tri Kodrat, Kimberly F. Legimah, Cahya Mhd.Buhari Sibuea Naibaho, Sandi Prima Novarika AK, Wirda Novarika, Wirda Pardede, Ellisa Pratama, Manggala Prastyo Pratama, Reza Rafiky, Irzan Sihaloho, Darwin Oktavian Siregar, Tanizar Mulia Suhela Putri Nasution Suliawati, Suliawati Tarigan, Fachriza Ikhsan