Evaluasi Kualitas Layanan Kedai Kopi Melalui Model IPA-Kano
DOI:
https://doi.org/10.22441/pasti.2020.v14i1.008Kata Kunci:
service quality, IPA, Kano, IPA-Kano model, coffee shopAbstrak
Coffee consumption has become the lifestyle of today’s society. This was used by a number of business people to start a coffee shop business. Consumers not only to enjoy the taste of coffee but also a comfortable atmosphere. Therefore, coffee shop businesses in Indonesia were going escalated. Thus, competition between similar businesses was increasing rapidly. This was occurred at ABC Coffee Shop in Cirebon. Cirebon has a high market potential although it is a small city. This research aimed to evaluate service quality in ABC Coffee Shop in order to obtain appropriate business strategies. Data collection was carried out by distributing questionnaires related to service quality to 100 ABC Coffee Shop consumers. Analysis was conducted by IPA-Kano model. Results showed that attributes need to be improved sequentially were interior and exterior design, cleanliness of toilets and quality of taste, self confidence and attitude to serve consumers, and completeness of facilities, speed for serving menus and sincerity of employees to respond consumersUnduhan
Referensi
Afriyanti, S., & Rasmikayati, E. (2018). Studi Strategi Pemasaran Terbaik Berdasarkan Perilaku Konsumen Dalam Menghadapi Persaingan Antar Kedai Kopi Di Jatinangor. Jurnal Ilmiah Mahasiswa Agroinfo Galuh, 4(3), 856–872.
Amalia, F. (2019). Toffin Indonesia prediksi bisnis kedai kopi masih menjanjikan di masa depan. Retrieved February 10, 2020, from https://industri.kontan.co.id/news/toffin-indonesia-prediksi-bisnis-kedai-kopi-masih-menjanjikan-di-masa-depan?page=all
Anggraeni, A., & Hermiati, T. (2013). Pengaruh Kondisi Interior terhadap Minat Beli Ulang Konsumen Black House Cafe. Universitas Indonesia.
Banahene, S., Ahudey, E., & Asamoah, A. (2017). Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities. Journal of Management and Strategy, 8(4), 18-33.
Feng, M., Mangan, J., Wong, C., Xu, M., & Lalwani, C. (2014). Investigating the different approaches to importance-performance analysis. Service Industries Journal, 34(12), 1021–1041.
Ghozali, I. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
International Coffee Organization. (2019). Coffee Market Report.
Kadir, H. A., Rahmani, N., & Masinaei, R. (2011). Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia. International Journal of Trade, Economics and Finance, 2(1), 1–9.
Krishna Naik, C. N., Gantasala, S. B., & Prabhakar, G. V. (2010). Service Quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 239–251.
Kurniawan, A., & Ridlo, M. R. (2017). Perilaku Konsumtif Remaja Penikmat Warung Kopi. Jurnal Sosiologi DILEMA, 32(1), 9–22. Retrieved from http://redfame.com/journal/index.php/ijsss/article/view/200
Ningsih, S. R. (2017). Begini Ternyata Cara Buka Bisnis Kedai Kopi. Retrieved February 10, 2020, from http://www.radarcirebon.com/begini-ternyata-cara-buka-bisnis-kedai-kopi.html
Pourhasomi, M. H., Khamseh, A. A., & Hosseini, S. M. S. (2012). Integrating Kano’s Model into Quality Function Deployment (QFD) to Optimally Identify and Prioritize the Needs of Higher Education (case study: Engineering Faculty of Tarbiat Moallem University. Interdisciplinary Journal of Contemporary Research in Business, 4(4), 233–246.
Puspitasari, N. B., Suliantoro, H., & Kusumawardhani, L. (2010). ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN INTEGRASI IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN MODEL KANO (Studi Kasus di PT. Perusahaan Air Minum Lyonnaise Jaya Jakarta). J@ti Undip: Jurnal Teknik Industri, 5(3), 185–198.
Riduwan, & Akdon. (2013). Rumus dan Data dalam Analisis Statistika. Bandung: Alfabeta.
Sari, S. W., Sunaryo, S., & Mugiono, M. (2018). The Effect of Service Quality on Customer Retention Through Commitment and Satisfaction As Mediation Variables in Java Eating Houses. Jurnal Aplikasi Manajemen, 16(4), 593–604.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
