scholarly journals Kepuasan Konsumen Di Original Coffee Shop 107 Yogyakarta Dengan Menggunakan Metode Importance Perfomance Analysis

2019 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Rahmat Hardiansyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Measurement Tool ◽  
Business Climate ◽  
Coffee Shop ◽  
Actual Performance ◽  
Consumer Interests

ABSTRAKKepuasan konsumen adalah perbandingan antara kinerja yang diharapkan oleh konsumen dibandingkan dengan kinerja aktual di lapangan. Ketika kinerja aktual lebih tinggi dari ekspektasi konsumen, konsumen merasa puas dan sebaliknya. Dalam bisnis Coffee Shop, kepuasan konsumen adalah salah satu faktor penting dalam menciptakan iklim bisnis yang baik. Berdasarkan wawancara dengan manajer Original Coffee Shop 107 Yogyakarta, kafe mengalami pasang surut dalam omset penjualan pada tahun 2018. Manajer kafe ingin mengevaluasi situasi tersebut. Penelitian ini bertujuan untuk mengetahui (1) Kualitas pelayanan di Original Coffee Shop 107 Yogyakarta dan (2) tingkat kepuasan konsumen di Original Coffee Shop 107 Yogyakarta dengan jumlah sampel 100 orang dalam analisis deskriptif dan metode importance performance analysis dengan menggunakan beberapa bantuan spss. Ada tujuh belas atribut yang akan menjadi alat ukur untuk kualitas pelayanan dan tingkat kepuasan konsumen. Hasil penelitian ini menemukan (1) kualitas pelayanan di Original Coffee Shop 107 Yogyakarta cukup baik, (2) bahwa dari tujuh belas atribut, ada empat atribut yang perlu ditingkatkan. Dua atribut yang harus dipertahankan. Enam atribut yang masih seimbang kinerja dengan kepentingan konsumen. Lima atribut kinerja lebih tinggi dari kepentingan konsumen.  Kata Kunci : Kepuasan konsumen, importance performance analysis   ABSTRACTConsumer satisfaction is a comparison between the performance expected by consumers compared to the actual performance in the field. When actual performance is higher than consumer expectations, consumers feel satisfied and vice versa. In the Coffee Shop business, customer satisfaction is one of the important factors in creating a good business climate. Based on interviews with the manager of the Original 107 Yogyakarta Coffee Shop, cafes experienced ups and downs in sales turnover in 2018. Cafe managers want to evaluate the situation. This study aims to determine (1) the service quality at Yogyakarta's Original Coffee Shop 107 and (2) the level of customer satisfaction at Yogyakarta's Original Coffee Shop 107 with a sample of 100 people in a descriptive analysis and importance performance analysis method by using a number of SPSS assistance. There are seventeen attributes that will be a measurement tool for service quality and level of customer satisfaction. The results of this study found (1) the quality of service at the Original Coffee Shop 107 Yogyakarta is quite good, (2) that out of seventeen attributes, there are four attributes that need to be improved. Two attributes that must be maintained. Six attributes that are still balanced performance with the interests of consumers. Five performance attributes are higher than consumer interests Keywords: Consumer Satisfaction, Service Quality, importance performance analysis (IPA) method

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals Analisis Kepuasan dan Loyalitas Konsumen Midori Japanaese Restaurant Cabang K.H. Wahid Hasyim Jakarta Pusat

1970 ◽  
Vol 1 (1) ◽  
pp. 54-65
Author(s):  
Tintin Sarianti ◽  
Rr. Prita E Putriana
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Marketing Strategies ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Times

Citizen consumption for the times towards food is more increase. This matter will be influenced by the increasing need of citizen on nutrition and nutrient. This phenomenon is followed by the existence of many restaurants as business caterers. Jakarta is one of the cities in Indonesia with a variety of diversity, including in terms of food. There are various kinds of foods sold in restaurants in Jakarta, both from within and outside the country. One of them is a unique Japanese food. Currently, there are more and more Japanese food restaurants in Jakarta. One of the restaurants that still survive until this day is Midori Japanese Restaurant. In maintaining its business, Midori Japanese Restaurant needed to explore its consumer characteristics, consumer satisfaction, and consumer loyalty. The restaurant can implement marketing strategies to maintain its business. This research was commenced from March to May 2010 and conducted at Midori Japanese Restaurant branch K.H. Wahid Hasyim Central Jakarta. This research used descriptive analysis for consumer characteristics, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) to know the attributes improvements, and loyalty pyramid to determine the level of consumer loyalty. This research also provided recommendations that can be done as marketing strategy.Keywords: Japanese food, consumer characteristics, consumer satisfaction, consumer loyalty, descriptive analysis, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), loyalty pyramid.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

2018 ◽  
Vol 6 (2) ◽  
pp. 125
Author(s):  
Gede Paramananda Jentrasaswin ◽  
A.A.P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Consumer Interest ◽  
A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

scholarly journals ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Endah Astuti ◽  
Eny Kustiyah ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Primary Data ◽  
Quantitative Descriptive Analysis ◽  
Physical Evidence ◽  
Quantitative Descriptive ◽  
Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City

2019 ◽  
Vol 6 (4) ◽  
pp. 199
Author(s):  
Lina Aryani ◽  
Desmintari Desmintari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Primary Data ◽  
Purchasing Decisions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Population Member ◽  
Data Source

The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP RESTORAN HAPPY COW STEAK BOGOR JAWA BARAT

2017 ◽  
Vol 5 (2) ◽  
pp. 139-158
Author(s):  
Ayumi Fitriani Gunawan ◽  
Wahyu Budi Priatna
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Search ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Purchase Behavior ◽  
Alternative Evaluation ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Post Purchase

Happy Cow Steak is a restaurant in Bogor which offers western menu with steak as its main product. The aim of this research was to find out the characteristic of Happy Cow Steak’s consumers, buying decision process, and consumer satisfaction. There were 90 respondents participating in this reserach. The methods used in this study were descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research showed that the majority of consumers who visited Happy Cow Steak Restaurant were women, 21-30 years old, income between Rp 500.000 to Rp 1.499.999 per month, bachelors and senior high school, graduate students, not married, and lived in Bogor. There were five stages which the happy cow steak consumers had in their buying decision making process, i.e. need recognition, information search, alternative evaluation, purchase decision, and post-purchase behavior. Importance Performance Analysis (IPA) showed that the steak cutlery availability, restaurant cleanness, and restaurant comfort were the priority to be improved to meet customer satisfaction. Based on Customer Satisfaction Index (CSI) test, consumer satisfaction level of Happy Cow Steak Restaurant was 71, 94 percent implying that the customers were satisfied.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP PRODUK SAMBAL KEMASAN UNTUK FORMULASI PERBAIKAN STRATEGI PRODUK

BISMA ◽  
2021 ◽  
Vol 15 (1) ◽  
pp. 47
Author(s):  
Fitriani Rahayu ◽  
Cecep Barkah ◽  
Arianis Chan ◽  
Pratami Wulan Tresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Strategies ◽  
Level Of Satisfaction ◽  
High Level

Consumers have a high level of satisfaction with the quality of taste, flavour variants, packaging quality, price, and service quality of Sambel Gendang, while consumers have a low level of satisfaction with the level of spiciness of the product. This study aims to investigate the level of consumer satisfaction and formulate product strategy improvements to be proposed by considering customer satisfaction. Therefore, consumers can repurchase the products and become Sambel Gendang customers. This research uses descriptive analysis research with a quantitative approach. The population of this study was Sambel Gendang consumers. A total of 60 people were taken as samples by using probability sampling technique, and simple random sampling method. The results of this study revealed that 43.3% of respondents were satisfied with the taste quality, 41.7% were dissatisfied with the level of spiciness, 35% were satisfied with the flavour variant, 53.3% were satisfied with the packaging, 41.7% were satisfied with the price, 46.7% were satisfied with the service quality. The proposed marketing strategy by considering customer satisfaction is focused on product and promotion strategies to increase the sales market. Keywords: business, customer satisfaction, product, marketing strategies.

scholarly journals Analysis of customer satisfaction to quality of service using Importance Performance Analysis (IPA) on PT. Telekomunikasi Indonesia. (Case study Telkom Divre IV Central Java & Yogyakarta)

2018 ◽  
Vol 49 ◽  
pp. 01011
Author(s):  
Arlita Rahma Widyasrini ◽  
Nia Budi Puspitasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Poor Performance ◽  
Company Performance ◽  
Quality Service ◽  
Customer Expectations ◽  
Central Java ◽  
Customer Dissatisfaction

PT. Telekomunikasi Indonesia, Tbk. (PT.Telkom) always serve to provide the best service to customers. Analysis of company performance based on customer satisfaction with the results of research can be done service improvements that are not in accordance with customer expectations and foster customer loyalty and improve the competitiveness of the company PT. Telkom Divre IV Central Java & Yogyakarta. The number of fast subscribers for the 201X period is 252,946 calls. Total quantity of product in Semarang if compared to quantity, if in the long term can cause customer dissatisfaction which resulted the change of customer to company, hence needed analysis which aim for service quality, service quality service analysis perceived by customer, and analysis the level of customer satisfaction PT. Telkom Divre IV Central Java & Yogyakarta. The method used in measuring consumer satisfaction is the method of Importance Performance Analysis (IPA), comparing the expectation of customers with the performance of the company. The use of IPA methods can identify attributes with poor and existing performance from users, and determine the steps of important attributes that still have poor performance, thus the results of the study provide recommendations to PT. Telkom Divre IV Central Java & Yogyakarta.

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