Analisis kepuasan pelanggan terhadap pelayanan restoran Dim Sum Inc Lippo Karawaci = Customer satisfaction analysis towards Dim Sum Inc Lippo Karawaci restaurant

Winata, Augurius (2021) Analisis kepuasan pelanggan terhadap pelayanan restoran Dim Sum Inc Lippo Karawaci = Customer satisfaction analysis towards Dim Sum Inc Lippo Karawaci restaurant. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Salah satu faktor paling penting bagi jalannya usaha adalah pelanggan. Setiap pelaku usaha dituntut untuk dapat memahami kebutuhan dan keinginan pelanggan agar usaha yang dijalankan dapat memberi kesan yang baik. Cara untuk memahami kebutuhan pelanggan adalah dengan melakukan analisis kepuasan pelanggan, akan tetapi Dim Sum Inc Lippo Karawaci tidak pernah melakukan analisis kepuasan pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis tingkat kepuasan pelanggan terhadap kualitas layanan restoran Dim Sum Inc dengan menggunakan metode servqual, yang dilanjutkan dengan analisis faktor pelayanan restoran yang dianggap penting dan perlu diperbaiki dengan menggunakan importance performance analysis. Penyebab masalah akan diidentifikasi menggunakan fishbone analysis, dan kemudian diberikan usulan perbaikan. Penelitian dilakukan dengan cara menyebarkan kuesioner kepada pelanggan yang sedang berkunjung ke restoran Dim Sum Inc Lippo Karawaci dan hasil kuesioner tersebut selanjutnya akan diolah. Terdapat dua faktor yang masuk kedalam kuadran 1 IPA yaitu mengenai kebersihan ruangan makan dan kebersihan peralatan makan. Usulan perbaikan untuk kedua hal tersebut seperti menambahkan karyawan pada jam sibuk, mengubah tata cara kerja, mengganti peralatan makan yang baru, menambah keset, melakukan pengecekan ulang oleh supervisor dan lainnya. / One of the most important factors for business is the customer. Every business owner is required to be able to understand the needs of every customers so that the business being run can give a good impression. The way to understand customer needs is by conducting a customer satisfaction analysis but Dim Sum Inc Lippo Karawaci has never conducted customer satisfaction analysis. The purpose of this study is to analyze the level of customer satisfaction with the service quality of Dim Sum Inc restaurants using servqual method, followed by an analysis of restaurant service factors that are considered important and need to be improved using importance performance analysis, and then proposed improvements. The research was confucted by distributing questionnaires to customer who were visiting Dim Sum Inc Lippo Karawaci and the result of the questionnaires were processed. There are two factors that fall into quadrant 1 IPA, regarding the cleanliness of the dining room and cleanliness of cutlery. Proposed improvements for both of these are to add employees at the busy hour, change the work procedures, replace the new cutlery, add doormats and others.

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