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All Journal Journal of Management - Small and Medium Enterprises (SME's)
Tjandra, Kayla Vania Ayu
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Economics, Econometrics & Finance

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ANALYSIS OF CUSTOMER SATISFACTION USING IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHOD AT HOUSE OF TJIHAPIT Tjandra, Kayla Vania Ayu; Disastra, Ganjar Mohamad
Journal of Management Small and Medium Enterprises (SMEs) Vol 18 No 3 (2025): JOURNAL OF MANAGEMENT Small and Medium Enterprises (SME's)
Publisher : Universitas Nusa Cendana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35508/jom.v18i3.18140

Abstract

This study uses the Importance-Performance Analysis (IPA) method to evaluate the service quality at the House of Tjihapit, a restaurant in Bandung that faces challenges due to the COVID-19 pandemic. A quantitative approach was applied, gathering data through questionnaires to assess customer expectations and perceptions of service performance. The findings reveal that while overall service performance slightly exceeds customer expectations by 2%, issues such as poor handling of service problems remain. The study concludes that despite satisfactory service quality, there is a need for targeted improvements in specific areas to enhance customer satisfaction and retention. Future research should explore similar evaluations across multiple venues to provide a broader understanding of service quality in the industry. Keywords: Service Quality; Customer Satisfaction; Importance-Performance Analysis
Co-Authors Disastra, Ganjar Mohamad