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All Journal SITEKIN: Jurnal Sains, Teknologi dan Industri
Setyo, Faris Aulia Dwi
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Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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Analysis of Service Quality Using Service Quality and IPA Methods at XYZ Cafes Setyo, Faris Aulia Dwi; Andesta, Deny
SITEKIN: Jurnal Sains, Teknologi dan Industri Vol 20, No 2 (2023): June 2023
Publisher : Fakultas Sains dan Teknologi Universitas Islam Negeri Sultan Syarif Kasim Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24014/sitekin.v20i2.21751

Abstract

XYZ Cafe is an MSME business in Gresik Regency with a target market of teenagers and surrounding office employees. Cafe management evaluates cafe services for consumer complaints, which decreases the number of cafe visitors. Service quality is essential in marketing current products so that products can be well received in the market. The method used to determine the quality of service is service quality while determining the service attributes that need to be improved using the importance-performance analysis method. The quality of service provided by the XYZ Gresik cafe is based on service quality. From the results of the IPA analysis, the results of quadrants I, II, have relatively high demand, and quadrants III, IV, have relatively low demand with a relatively high level of satisfaction, so it is considered excessive. And from the GAP calculation results using the service quality method has a negative value.
Co-Authors Deny Andesta