ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE SERVQUAL DAN SIX SIGMA (STUDI KASUS: RUMAH MAKAN XYZ)

Anggi Lestari Putri, NIM.: 18106060002 (2022) ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE SERVQUAL DAN SIX SIGMA (STUDI KASUS: RUMAH MAKAN XYZ). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The food industry is currently still listed as a rapidly growing industry in various parts of the world. However, based on the growth of the food and beverage industry trends in Indonesia in 2020 and 2021, it experienced a fairly extreme decline. This proves that the Covid-19 pandemic has greatly affected the food and beverage industry so that many food industries cannot survive the pandemic and the competition. Therefore, to maintain its existence, XYZ Restaurant must maintain and improve the quality of services provided. This study used the Six Sigma method of the Define, Measure, Analyze, Improve, and Control (DMAIC) stages and the Service Quality (Servqual) method. Based on the results of the analysis using the Servqual method, it is known that each service attribute has a gap value less than zero. This shows that there is a gap between consumer perceptions and expectations. So it can be concluded that consumers are not satisfied with the services provided by XYZ Restaurant. Therefore, it is necessary to identify the attributes of service quality at XYZ Restaurant which are used as a priority to get improvements. Based on data analysis with six sigma at the analysis stage using a pareto diagram, the attributes that are prioritized to get improvements are eight attributes. These attributes are B3 (Has WIFI/internet facilities that work properly and smoothly), D3 (Employees serve the menu quickly), B4 (Has a clean and well-maintained toilet), J4 (Safe and comfortable parking space is available), J5 (Guaranteeing the replacement of the food menu if it is found that the food is not suitable), B6 (There is a large parking lot), D2 (Employees are responsive to solving problems), and B10 (Availability of prayer rooms/places of worship and there are complete supporting facilities).

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