Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan Snackstop Cafe Dengan Metode Service Quality (ServQual), Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

Abstract

The current economy is required to move quickly along with the development of an increasingly advanced era. The needs and lifestyle of the Indonesian people today have resulted in the proliferation of restaurants, cafes, food courts and food stalls. Snackstop café is engaged in the culinary field with various types of food and drinks presented in an attractive appearance and distinctive taste. This study aims to analyze the service quality of Snackstop Cafe based on performance and expectations in each dimension felt by the people of Medan. The sample used is a non-probability sampling model of Convenience Sampling, with a total sample of 50 respondents. The method of data analysis was carried out using the ServQual method to find the value of the gap between perceived service and expected service for each attribute of reliability, responsiveness, assurance, empathy and tangibles, then the CSI method to find the level of satisfaction for each dimension of customer satisfaction and the IPA method to look for attributes that be a priority for improvement. The results of the study show that the five dimensions have not been able to provide satisfactory service because there is a large gap between expectations and the performance provided by Snackstop Café. The five dimensions score quite satisfied in the CSI calculation, and there are 4 variables included in quadrant I which might be immediately improved by a snack stop café, namely, adding charging facilities, speed of service and serving of food, responsiveness of employees in dealing with customer complaints and being able to guarantee quality good and quality product.