Analisis Kualitas Pelayanan Terhadap Pelanggan dengan Menggunakan Metode Servqual dan Metode Ipa pada Kafe Pakdin

Abstract

Pakdin Cafe is one of the culinary business units in North Sumatra that always strives to provide a pleasant culinary experience through good service to consumers by providing quality improvement through a variety of food menus, comfort of place and service. This research aims to analyze the service quality of Pakdin café based on performance and expectations in each perceived dimension. Data collection was carried out by distributing questionnaires to a determined sample using a non-probability sampling model of Convinience Sampling with 50 respondents. The data analysis method is carried out using the ServQual method to find the value of the gap between perceived services and expected services on each attribute of reliability, responsiveness, assurance, empathy and tangibles, and the IPA method to find attributes that are priorities for improvement. The results of the study found that the five dimensions have not been able to provide satisfactory service because the servqual scores obtained for all dimensions are negative. This shows that there is a large gap in expectations with the performance provided by Paddin café. The largest gap is in the Empathy dimension, namely the Employee attribute of paying attention to customer complaints seriously (SM3) of -1.06 and the smallest gap is in the Responsiveness dimension, which is the attribute of patience and calmness of employees (SE5) of -0.80. There are 3 variables included in quadrant I that are priorities for improvement by Pakdin cafes, namely improving the cleanliness and comfort of the room, Employee responsiveness when called and when needed by customers, and the seriousness of employees in overcoming customer complaints