ANALISIS KUALITAS PELAYANAN RESTORAN CEPAT SAJI DENGAN METODE SERVQUAL (SERVICE QUALITY) DAN IPA (IMPORTANCE PERFORMANCE ANALYSIS) (Studi Kasus Restoran Olive Fried Chicken) - Ariani Putri Winanda; Sriyanto Sriyanto (Industrial Engineering Online Journal, 2016)
Persaingan usaha restoran cepat saji di Indonesia yang semakin ketat menuntut setiap pelaku usaha termasuk Olive Fried Chicken untuk terus meningkatkan kualitas pelayanannya. Tujuan dari penelitian ini adalah untuk mendapatkan nilai gap dari persepsi dan ekspektasi pelanggan Olive Fried Chciken serta memberikan perbaikan dari atribut-atribut yang memiliki prioritas tertinggi. Pada penelitian ini digunakan metode SERVQUAL dengan lima dimensi pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy. Kemudian digunakan pula metode IPA (Importance Performance Analysis) untuk menentukan prioritas dari tiap atribut. Hasil dari penelitian menunjukkan bahwa terdapat tiga atribut yang berada di kuadran I yang memiliki prioritas perbaikan tertinggi, yaitu keberadaan jumlah kasir yang melayani dapat memadai jumlah pelanggan saat ramai (Tangible:9), kecepatan pelayanan oleh kasir, terutama jika pelanggan terlalu banyak (Responsiveness:16), dan ketersediaan tempat cuci tangan yang bersih dan fasilitas pendukung cuci tangan yang lengkap (Tangible:7).  Abstract The title of this paper is service quality analysis of fast food restaurant using SERVQUAL method and Importance Performance Analysis. Fast-food restaurant business competition in Indonesia increasingly stringent require every fast-food restaurant business including Olive Fried Chicken to continuously improve the quality of its service. The purpose of this study was to obtain the gap value of perception and expectation of Olive Fried Chicken customer, and provide improvement according to the attributes that have the highest priority. In this study, the method used is SERVQUAL with its five dimensions of service, that is tangible, reliability, responsiveness, assurance, and empathy. This study used IPA (Importance Performance Analysis) methods to determine the priority of each service attribute. Results from the study showed that there are three attributes which are in quadrant I, which has highest priority to repair, i.e. the amount of the cashier who serve can be an adequate number of customers when crowded (Tangible: 9), the service speed of cashier, especially if it is peak time (Responsiveness : 16), and the availability of clean washstand and adequate hand washing support facilities (Tangible: 7).