ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN MODEL SERVICE QUALITY (SERVQUAL) DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) (Studi Kasus di CV. Solobeat Internasional Yogyakarta)

Sarestian Khafid, NIM.: 18106060032 (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN MODEL SERVICE QUALITY (SERVQUAL) DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) (Studi Kasus di CV. Solobeat Internasional Yogyakarta). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Customer satisfaction is synonymous with service quality, facilities and infrastructure available in a company. CV. Solobeat Internasional Yogyakarta is one of the shops engaged in the field of musical instruments. From the results of interviews with customers, we know that there are still many complaints, such as inadequate customer service from employees. Then it is necessary to analyze the quality of service to customers. The purpose of this analysis is to understand which attributes have a high priority for improvement based on the results of the Serice Quality (Servqual) and Importance Performance Analysis (IPA) methodologies, as well as the IPA methodology which provides suggestions for improvement to management for the attributes with the highest priority in CV. Yogyakarta International Solobeat. Uses the Servqual approach to identify service quality levels and the IPA approach to make improvements. The results of this study stated that all attributes were negative, the results were obtained from the Servqual Gap Score. Therefore improvements must be made using the IPA approach. From the results of IPA processing, service improvement priorities are attributes A1, T6, T7, R2, and R4.

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