ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DUNKIN DONUTS GADING SERPONG

Abel Gandhy(1*),


(1) Universitas Surya, Grand Serpong Mall, Jln. MH. Thamrin, Tangerang, Banten, Indonesia
(*) Corresponding Author

Abstract


This study aims to determine service quality and customer satisfaction of Dunkin Donuts customer in Gading Serpong. Service quality are consists of tangible, reliability, responsiveness, assurance, and empathy. Research conducted at Dunkin Donuts Gading Serpong from April-July 2017. Respondents are used as research samples amounted to 100 people. Data were processed by using Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. Overall, the services provided by dunkin donuts outlet in Gading Serpong is good, because they can meet the expectations of their customer. The value of Customer Satisfaction Index (CSI) is 86.76%. This illustrate that Dunkin Donuts customers in Gading Serpong are very satisfied with the service quality performance provided by Dunkin Donuts. Improvement of services that need to be done is the speed of employees in handling customer complaints, improving the cleanliness of toilet facilities, and improving employee friendliness while serving customers

Keywords


Service Quality, Consumer Satisfaction, Dunkin Donuts

Full Text:

PDF

References


Adi, A. F. 2012. Analisis Pengaruh Harga, Kualitas Produk, dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Semarang: Skripsi Universitas Diponegoro.

Adriani, N. 2012. Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Dunkin Donuts Cafe Metropolitan. Jakarta: Skripsi Universitas Gunadarma.

Anggraini, L. D., Deoranto, P., & Ikasari, D. M. (2015). Analisis Persepsi Konsumen menggunakan Metode Importance Perfomance Analysis dan Customer Satisfaction Index. Jurnal Industri . 4 (2) , 74-81.

Arikunto, Suharsimi. 2006. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta : Rineka Cipta.

Green, S.B. 1991. How Many Subjects Does It Take To Do a Regression Analysis? Multivariate Behavioral Research. 26 (3), 499-510.

Mowen, C dan Minor M (2002). Perilaku Konsumen. Edisi Kelima. Jakarta: Erlangga.

Parasuraman A, Zeithaml V, Berry L. 1985. A conceptual Model of Service Quality and Its Implication for Future Research. Journal of Marketing. 49(4), 41-50.

Pohandry, A., Sidarto, & Winarni. (2013). Analisis Tingkat Kepuasan Pelanggan Dengan Menggunakan Metode Customer Satisfaction Index dan Importance Perfomance Analysis Serta Service Quality. Jurnal REKAVASI. 1 (1) , 21-29.

Rangkuti, F. (2011). Riset Pemasaran. Jakarta: Gramedia.

Rijanto, O. A. (2014). Analisis Customer Satisfaction Index (CSI) Produk dan Kepuasan Pelanggan Terhadap Kualitas Produk UMKM Rumput Laut Situbondo. Media Mahardika. 12(3) , 73-84.

} Santoso. (2011). Persepsi Konsumen Terhadap Kualitas Bakpao Telo Dengan Metode Importance Performance Analysis (IPA). Jurnal Teknologi Pertania,. 12 (1) : 9.

Sasongko, F., & Subagjo, H. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Restoran Ayam Penyet Ria. Jurnal Manajemen pemasaran Petra.1 (2) , 1-7.

Selvakumar, J. (2015). Impact of Service Quality on Customer Satisfaction in Public Sector and Private Sector Banks. Journal SMS Varanasi Vol. 8 No. 1 , 1-12.

Utami, I. A., & Jatra, I. M. (2015). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Restoran Baruna Sanur. Jurnal Manajemen Umud Vol.4 No. 7 , 1-17.

Wicaksono, Arie. (2017). Strategi Pemasaran dengan menggunakan Analisis SWOT Tanpa Skala Industri Pada PT X Di Jakarta. Jurnal Manajemen Industri dan Logistik, 1(2), 106-112.

Winarno, Heru dan Absor. Analisis Kualitas Pelayanan dengan metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) Pada PT Media Purna Engineering. Jurnal Manajemen Industri dan Logistik, 1(2), 67-77




DOI: https://doi.org/10.30988/jmil.v2i2.34

Article Metrics

Abstract view : 40 times
PDF - 23 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Jurnal Manajemen Industri dan Logistik



 
 

View My Stats

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.


ISSN 2622-528X (Print) and ISSN 2598-5795 (Online)

CORRESPONDENCE :

Unit Penelitian dan Pengabdian Masyarakat (UPPM)
Politeknik APP Jakarta
Kementerian Perindustrian
M. Tirtana Siregar
Telp. : 021-7867382/83
HP/WA : 082125910310
email : uppm.politeknikapp@gmail.com