MENCIPTAKAN KEUNGGULAN BERSAING MELALUI TINGKAT KEPENTINGAN DAN KINERJA PELAYANAN PADA RUMAH MAKAN PEMANCINGAN LUMINTU 1001 DI DESA JANTI KABUPATEN KLATEN

Lestari, Ayu Wiji and Drs. Azis, Slamet Wiyono, M.M (2018) MENCIPTAKAN KEUNGGULAN BERSAING MELALUI TINGKAT KEPENTINGAN DAN KINERJA PELAYANAN PADA RUMAH MAKAN PEMANCINGAN LUMINTU 1001 DI DESA JANTI KABUPATEN KLATEN. skripsi thesis, IAIN Surakarta.

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Abstract

ABSTRACT The purpose of this study is to determine the level of importance and level of performance or customer satisfaction of the services provided by employees of Restaurant fishingLumintu 1001 in Janti Village, KlatenDistrict.In This study, the data were obtained from interviews and questionnaires. In term ofquestionnaire, the author asked question as many as 15 attribute questions. Then the data were processed using the excel program, and analyzed by using method of IPA (Importance Performance Analysis) in order to know service attributes that must be handled immediately, maintained, handled for a long term and diminished its service. The results of this study indicate that by using the method of IPA which has 2 attributes that enter in quadrant A means that it must be handled immediately in term of the service the speed of service and the ability of staff in explaining the menu, meanwhile B quadrant should be maintained its service in term of the attributes of cleanliness of space and eating utensils, the taste of food and drinks, hospitality services, availability of food and beverages and, food and beverage safety. While the attributes that enter the C quadrant which means can be handled long-term, are the waiter that quickly respond to problems arising, price pricing, fishing facilities, waitress appearance, and the atmosphere of the restaurant. And attributes that enter quadrant D or diminished its service are attributes ease of payment, room layout, and sanitary kit (toilet, and hand washing). Keywords: Level of Interest, Service Performance, Importance Performance Analysis (IPA). ABSTRAK Tujuandaripenelitianiniadalahuntukmengetahuitingkatkepentingandantingkatkinerjaataukepuasanpelangganterhadappelayanan yang diberikanolehkaryawanRumahMakanPemancinganLumintu 1001 di DesaJantiKabupatenKlaten.Penelitianini, data yang diperolehdariwawancaradankuesioner. Dalamkuesionerini, penulismenggunakanpertanyaansebanyak 15 pertanyaanatribut.Kemudian data tersebutdiolahmenggunakan program excel, dandianalisisdenganmenggunakanmetode IPA (Importance Performance Analysis)adalahuntukmengetahuiatributlayanan yang harussegeraditangani, dipertahankan, ditanganijangkapanjangdandikurangipelayanannya Hasilpenelitianinimenunjukkanbahwadenganmetode IPA memiliki 2 atribut yang masukdalamkuadran A yang berartiharussegeraditanganipelayanannyayaitukecepatanpelayanandankemampuanstafdalammenjelaskan menu, selanjutnyakuadran B harusdipertahankanpelayanannyayaituatributkebersihanruangdanperalatanmakan, cita rasa makanandanminuman, keramahanpelayanan, tersedianyamakananandanminumandan, keamananmakanandanminuman. Sedangkanatribut yang masukkuadran C yang berartidapatditanganijangkapanjangyaitupramusajicepattanggapterhadapmasalah yang timbul, keseuaianharga, fasilitaspemancingan, penampilanpramusaji, dansuasanarumahmakan.Dan atribut yang yangmasukkuadran D ataudapatdikurangipelayanannyaadalahatributkemudahanpembayaran, tataletakruangan, dan sanitary kit (toilet, dancucitangan). Kata Kunci : Tingkat Kepentingan, KinerjaPelayanan, Importance Performance Analysis (IPA).

Item Type: Thesis (skripsi)
Subjects: 300 Ilmu Sosial > 330 Economics
300 Ilmu Sosial > 330 Economics > 338 Production
Divisions: Fakultas Ekonomi dan Bisnis Islam > Manajemen Syariah
Depositing User: Maha siswa
Date Deposited: 26 Mar 2018 03:13
Last Modified: 26 Mar 2018 03:13
URI: http://eprints.iain-surakarta.ac.id/id/eprint/1694

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