IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH
The culinary industry in Bandung is very numerous and varied. So it is necessary to match the level of importance of service products according to costumers and the level of performance that a restaurant has given. This study is to determine the level of customer satisfaction on the quality of resta...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Department of Management, Faculty of Economics and Business, Universitas Surabaya
2019-03-01
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| Series: | Manajemen dan Bisnis |
| Subjects: | |
| Online Access: | https://www.journalmabis.org/mabis/article/view/352 |
| _version_ | 1797937815409917952 |
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| author | Kasnadi . Rina Indrayani |
| author_facet | Kasnadi . Rina Indrayani |
| author_sort | Kasnadi . |
| collection | DOAJ |
| description | The culinary industry in Bandung is very numerous and varied. So it is necessary to match the level of importance of service products according to costumers and the level of performance that a restaurant has given. This study is to determine the level of customer satisfaction on the quality of restaurant services and to provide suggestions on which service products that become and to determine service strategies. The method used is the method of Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results of processing data with the IPA method obtained 6 service products that need attention. The results of data processing from the CSI method show the level of customer satisfaction of 0.682%. Although it meets or is within the criteria of satisfaction, it needs a service strategy by making improvements to product services by providing a clear standard of service time to implement a culture of discipline, maximizing employee training to improve the ability of employees to handle customers, and conducting promotions in the form of price discounts at certain times, and maintaining good relations with suppliers. |
| first_indexed | 2024-04-10T18:51:12Z |
| format | Article |
| id | doaj.art-369fbc54b420426bae0934564b51e08b |
| institution | Directory Open Access Journal |
| issn | 1412-3789 2477-1783 |
| language | English |
| last_indexed | 2024-04-10T18:51:12Z |
| publishDate | 2019-03-01 |
| publisher | Department of Management, Faculty of Economics and Business, Universitas Surabaya |
| record_format | Article |
| series | Manajemen dan Bisnis |
| spelling | doaj.art-369fbc54b420426bae0934564b51e08b2023-02-01T07:29:33ZengDepartment of Management, Faculty of Economics and Business, Universitas SurabayaManajemen dan Bisnis1412-37892477-17832019-03-0118110.24123/jmb.v18i1.352253IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACHKasnadi .0Rina Indrayani1STIE Yasmi CirebonSekolah Tinggi Teknologi BandungThe culinary industry in Bandung is very numerous and varied. So it is necessary to match the level of importance of service products according to costumers and the level of performance that a restaurant has given. This study is to determine the level of customer satisfaction on the quality of restaurant services and to provide suggestions on which service products that become and to determine service strategies. The method used is the method of Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The results of processing data with the IPA method obtained 6 service products that need attention. The results of data processing from the CSI method show the level of customer satisfaction of 0.682%. Although it meets or is within the criteria of satisfaction, it needs a service strategy by making improvements to product services by providing a clear standard of service time to implement a culture of discipline, maximizing employee training to improve the ability of employees to handle customers, and conducting promotions in the form of price discounts at certain times, and maintaining good relations with suppliers.https://www.journalmabis.org/mabis/article/view/352importance performance analysiscsiservqualcustomer satisfactionservice strategy |
| spellingShingle | Kasnadi . Rina Indrayani IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH Manajemen dan Bisnis importance performance analysis csi servqual customer satisfaction service strategy |
| title | IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH |
| title_full | IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH |
| title_fullStr | IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH |
| title_full_unstemmed | IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH |
| title_short | IMPORTANCE OF THE PERFORMANCE ANALYSIS (IPA) AND CUSTOMER SATISFACTION FOR DETERMINING THE SERVICE STRATEGIES THROUGH THE SERVQUAL MODEL APPROACH |
| title_sort | importance of the performance analysis ipa and customer satisfaction for determining the service strategies through the servqual model approach |
| topic | importance performance analysis csi servqual customer satisfaction service strategy |
| url | https://www.journalmabis.org/mabis/article/view/352 |
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