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primary topic: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN
type: Thesis
type: Article
abstract: Competition in the laundry service business requires business owners to improve service quality in order to meet customer expectations and satisfaction. Graha Laundry Papringan has experienced a decline in the number of customers, making it necessary to evaluate the quality of services provided. This study aims to analyze service quality, identify service attributes that should be prioritized for improvement, and formulate service improvement recommendations for Graha Laundry Papringan. The methods used in this study were Service Quality (Servqual), Importance Performance Analysis (IPA), and Root Cause Analysis (RCA), with data collected through questionnaires distributed to 93 respondents. The results of the Servqual analysis showed that all service quality dimensions had negative gap values, indicating that the services provided had not fully met customer expectations. The responsiveness dimension had the largest gap value of -0.801, while the tangible dimension had the smallest gap value of -0.366. At the attribute level, the largest gap was found in attribute RV4 (ease of payment) with a value of -1.333. The IPA analysis showed that the main priority attributes for improvement in Quadrant I were RV4 (ease of payment), RV1 (employees are responsive to complaints), RV2 (employees are easy to contact), and E3 (employees are polite and friendly). Furthermore, the RCA analysis revealed that the main root causes were the absence of standard operating procedures for handling customer complaints, an unstructured customer communication system, limited payment methods, and a lack of service training for employees. Based on the results of the study, the recommended improvements include establishing standard operating procedures for complaint handling, developing a customer communication system, adding digital payment methods such as QRIS, and conducting regular service training and evaluations. These improvement efforts are expected to enhance service quality and customer …
date: 2026-05-29
status: published
author list: authors
type: EPrint
type: ThesisEPrint
is part of: repository
has document: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
has version: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
has published: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
has document: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
subject: 670 Teknik Industri

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
type: Document
has file: 22106060012_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
has part: 22106060012_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
type: Document

UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

FAKULTAS SAINS DAN TEKNOLOGI, UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

NIM.: 22106060012 Zakiyatul Chaririyah
type: Person
given name: NIM.: 22106060012
family name: Zakiyatul Chaririyah

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
ismedium thumbnail version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
issmall thumbnail version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
islightbox thumbnail version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Other)
type: Document
is version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
is volatile version of: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN (Text)
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https://digilib.uin-suka.ac.id/id/eprint/77882/
title: HTML Summary of #77882 ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN
format: text/html
primary topic: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) STUDI KASUS GRAHA LAUNDRY PAPRINGAN

670 Teknik Industri
type: Concept