STRATEGY ANALYSIS OF SERVICE QUALITY IMPROVEMENT USING METHOD IMPORTANCE PERFORMANCE ANALYSIS (IPA) ON THE EPIDEMI COFFEE BAR JOMBANG IN THE PANDEMI
Penelitian ini bertujuan untuk mengetahui GAP Service, Indeks Kepuasan Pelanggan, serta hasil dari Metode Importance Performance Analysis (IPA) pada Kedai Kopi Epidemi Coffee Bar. Jenis penelitian yang digunakan adalah penelitian kuantitatif. Populasi pada penelitian ini adalah konsumen pada Kedai Kopi Epidemi Coffee Bar Jombang. Teknik pengambilan sampel menggunakan simple random sampling. Sampel yang diteliti sebanyak 110 responden. Pengumpulan data memakai kuesioner melalui Google Form. Teknik analisis data menggunakan GAP Service, Indeks Kepuasan Pelanggan, dan Metode Importance Performance Analysis (IPA) . Gap Service memiliki rata-rata sebesar -0,40 dengan rata-rata nilai kualitas layanan (Q) sebesar 0,911 , menunjukkan bahwa kualitas layanan belum memenuhi harapan konsumen dengan baik, Indeks Kepuasan Pelanggan (IKP) 82,9 menunjukkan bahwa kualitas layanan yang diterima oleh konsumen Epidemi Coffee Bar Jombang dinilai ke dalam kategori sangat memuaskan serta metode Importance Performance Analysis (IPA) berdasarkan tingkat kepuasan dan tingkat harapan terdapat pada kudran B dengan 8 atribut dan kuadran C dengan 9 atribut.
This study aims to find out GAP Service, Customer Satisfaction Index, as well as the results of Method Importance Performance Analysis (IPA) at Kedai Kopi Epidemi Coffee Bar. The type of research used is quantitative research. The population in this study was consumers at Kedai Kopi Epidemi Coffee Bar Jombang. Sampling technique is simple random sampling. The number of samples studied was 110 respondents. Data collection using questionnaires through Google Form. Data analysis techniques using GAP Service, Customer Satisfaction Index, and Method Importance Performance Analysis (IPA). Gap Service has an average of -0.40 with an average service quality value (Q) of 0.911, indicating that the quality of service has not met consumer expectations well, Customer Satisfaction Index (CSI) 82.9 is assessed into a very satisfactory category and the method Performing Importance Analysis (IPA) based on satisfaction level and expectation level is found in the B quadrant with 8 attributes and quadrant C with 9 attributes.