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All Journal Jurnal Riset Manajemen Indonesia
Ena Lidiawati
STIE Bangkinang
Economics, Econometrics & Finance

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Analisis kepuasan pelanggan terhadap kualitas pelayanan pada Nasi Uduk Djeng Nara di Bangkinang Kota dengan menggunakan metode Importance Performance Analysis (IPA) Ena Lidiawati; Librina Tria Putri; Molli Wahyuni
Jurnal Riset Manajemen Indonesia Vol 4 No 3 (2022): Jurnal Riset Manajemen Indonesia (JRMI)
Publisher : STIE Bangkinang Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (323.608 KB) | DOI: 10.55768/jrmi.v4i3.146

Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan pada nasi uduk djeng nara di bangkinang kota menggunakan metode Importance-Performance Analysis (IPA). Importance-Performance Analysis (IPA) merupakan analisis tingkat kesesuaian harapan pelanggan dengan kinerja atau kenyataan yang diterima oleh pelanggan. Populasi dalam penelitian ini adalah pelanggan yang makan di nasi uduk djeng nara bangkinang kota dengan menggunakan teknik unknow populations. Dari hasil penghitungan unknow population diperoleh sebanyak 97 sampel. Berdasarkan hasil penelitian menunjukkan bahwa secara secara keseluruhan pelanggan merasa puas dengan kualitas pelayanan yang diberikan oleh Nasi Uduk Djeng Nara di Bangkinang Kota yang dibuktikan dengan hasil olahan data yang menunjukkan item pernyataan lebih banyak masuk ke kuadran C yaitu sebanyak 13 (tiga belas) item.
ANALYSIS OF CUSTOMER SATISFACTION WITH THE QUALITY OF SERVICE AT DJENG NARA UDUK RICE IN BANGKINANG CITY USING IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHOD Ena Lidiawati; Librina Tria Putri; Molli Wahyuni
Jurnal Riset Manajemen Indonesia Vol 4 No 3 (2022): Jurnal Riset Manajemen Indonesia (JRMI)
Publisher : STIE Bangkinang Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aims to determine the level of customer satisfaction with service quality at Nasi Uduk Djeng Nara in Bangkinang Kota using the importance-performance analysis (IPA) method. Importance-performance analysis (IPA) is an analysis of the level of conformity of customer expectations with the performance or reality received by the customer. The population in this study were customers who ate Nasi Uduk Djeng Nara Bangkinang Kota using unknow populations. From the results of the calculation of the unknow population, there were 97 samples. Based on the results of the study, it shows that overall customers are satisfied with the quality of service provided by Nasi Uduk Djeng Nara in Bangkinang Kota as evidenced by the processed data which shows that more statement items enter the C quadrant, as many as 13 (thirteen) items.
Co-Authors Librina Tria Putri Molli Wahyuni