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All Journal AGRITEPA: Jurnal Ilmu dan Teknologi Pertanian Warta IHP (Warta Industri Hasil Pertanian) Journal of Science and Applicative Technology Jurnal Pengolahan Pangan Jurnal Aplikasi Teknologi Pangan CARADDE: Jurnal Pengabdian Kepada Masyarakat Jurnal Teknologi Pertanian Andalas Jurnal Riset Teknologi Industri Journal of Food Technology and Health
Lasuardi Permana
Program Studi Teknologi Pangan, Institut Teknologi Sumatera Jl. Terusan Ryacudu, Way Huwi, Kec. Jati Agung, Kabupaten Lampung Selatan, Lampung 35365
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Journal : Journal of Food Technology and Health

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PENGUKURAN KEPUASAN KONSUMEN PADA KANTIN INSTITUT TEKNOLOGI SUMATERA MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS Hesti Pangastuti; Lasuardi Permana
Jurnal Teknologi Pangan dan Kesehatan (Journal of Food Technology and Health) Vol 1, No 1 (2019): Mei
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/jtepakes.v1i1.165

Abstract

Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan konsumen di kantin Rumah Kayu, Institut Teknologi Sumatera. Penelitian ini dilakukan menggunakan metode Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Metode sampling secara purposif dilakukan dengan jumlah 94 responden, sebagian besar adalah mahasiswa. Atribut yang paling penting berdasarkan persepsi konsumen adalah keamanan dan kebersihan makanan dan minuman yang disajikan, sedangkan atribut yang memiliki performa paling baik adalah variasi menu. Hasil analisis IPA menunjukkan bahwa harga produk, kesesuaian harga dan kualitas, kesesuaian harga dan kuantitas, area makan yang nyaman dan menarik secara visual, dan kecepatan penyajian merupakan atribut-atribut yang memiliki prioritas tinggi untuk diintervensi. Hasil analisis CSI menunjukkan bahwa tingkat kepuasan konsumen adalah 72,33% dan dikategorikan sebagai ‘memuaskan’. Oleh karena itu, perbaikan beberapa atribut diperlukan sesuai dengan prioritas yang disarankan untuk meningkatkan kepuasan konsumen. ABSTRACT: The objective of this study was to investigate the level of customer satisfaction in Rumah Kayu cafetaria at Institut Teknologi Sumatera. The study was conducted by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Sampling method by purposive sampling was carried out with 94 respondents, mostly were students. The most important attribute from cafeteria customer perception was safeness and cleanliness of food and drink served, whereas the top performance attribute was menu variation. The results of IPA analysis showed that product price, price-quality fairness, price-quantity fairness, dining area comfortability and visual attractiveness, and quick serving were identified as high priorities for intervention. Finding based on CSI analysis showed that the level of customer satisfaction was 72.33% and categorized as ‘satisfied’. Therefore, improvement of some attributes required in accordance with priorities that have been generated by this study in order to improve customer satisfaction. Keywords: CSI, cafeteria, customer satisfaction, food service, IPA
Co-Authors Amalia Wahyuningtyas Arif Budiman Dea Tio Mareta Dina Fithriyani Hesti Ayuningtyas Hesti Ayuningtyas Pangastuti Hesti Pangastuti Ilham Marvie Isnaini Rahmadi Samsu Udayana Nurdin Syahrizal Nasution Vita Fitriani Vita Fitriani Vita Fitriani Vita Fitriani Vita Fitriani Woro Setiaboma