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All Journal Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri
Maulana, Muhammad Helmi
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Computer Science & IT Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering

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Analysis Of Customer Satisfaction With Packaged Drinking Water Products Using Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods Maulana, Muhammad Helmi; Nuruddin, Moch.
JTI: Jurnal Teknik Industri Vol 10, No 1 (2024): JUNI 2024
Publisher : Universitas Islam Negeri Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24014/jti.v10i1.29570

Abstract

PT. XYZ is a bottled mineral water manufacturer in Gresik, striving to deliver customer satisfaction and stay competitive. This study aims to quantify consumer satisfaction with PT. XYZ's product quality. We collected data through a questionnaire and analyzed it using the Servqual method and Importance Performance Analysis (IPA). The questionnaire included nine quality attributes, categorized into five dimensions. IPA was utilized to prioritize service quality attributes. The Servqual method revealed a negative gap, indicating suboptimal service. The Cartesian IPA diagram highlighted two critical areas for improvement: enhancing staff interaction during service and improving personnel demeanor, specifically their politeness, and friendliness. These improvements are vital as they align with consumer expectations and are essential for enhancing overall service quality at PT. XYZ. Keywords: Service Quality, Importance Performance Analysis (IPA), SERVQUAL
Co-Authors NURUDDIN, MOCH.