Detail Cantuman

Analisis Tingkat Kepuasan Pelanggan Pada Pelayanan Conato Bakery
Di Kabupaten Jember
(Dhanang Eka Putra SP. M.Sc) Dosen Pembimbing
(Wenny Dhamayanthi,SE, M.Si) Dosen Pembahas
Melina Arsy Tantri
Program Studi Manajemen Agroindustri
Jurusan Manajemen Agribisnis
Politeknik Negeri Jember
ABSTRAK
Penelitian Tingkat Kepuasan Pelanggan pada Pelayanan Conato Bakery di Kabupaten Jember bertujuan untuk, (1) Mengidentifikasi karakteristik pelanggan Conato Bakery, (2) Menganalisis Tingkat Kinerja kepentingan dan kepuasan pelanggan Conato Bakery, (3) Menganalisis Tingkat kepuasaan Pelanggan secara menyeluruh dan (4) Mengetahui hubungan antara karakteristik pelanggan dengan kepuasan pelanggan. Teknik analisa dan pengolahan data yang digunakan dalam penelitian ini menggunakan metode Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), dan Uji Khi Kuadrat. Berdasarkan hasil data yang diperoleh dari 85 responden, dapat disimpulkan bahwa sebagaian besar responden berjenis kelamin perempuan, berusia rata-rata 16-25 tahun, berpendidikan terakhir SMA dan berprofesi sebagai Pelajar/Mahasiswa yang telah melakukan kunjungan ke Conato Bakery lebih dari 2 kali dalam seminggu. Berdasarkan analisis Importance Performance Analysis , terdapat tiga atribut yang kualitas pelayanan menjadi prioritas utama untuk diperbaiki kinerjanya, yaitu kecepatan dalam penyajian makanan dan minuman, pemberian informasi jika terdapat produk baru, dan pegawai memberi saran kepada pelanggan tentang produk unggulan. Berdasarkan analisis Customer Statisfaction Index diketahui bahwa secara keseluruhan pelanggan telah puas terhadap pelayanan Conato Bakery, karena nilai CSI cukup tinggi yaitu 67,4% maka pelayanan telah memenuhi harapan pelangga. Hasil uji Khi Kuadrat, menunjukan bahwa karakteristik responden tidak ada hubungannya dengan kepuasan responden.
Kata Kunci: Karakteristik pelanggan, tingkat kinerja kepentingan dan kepuasan, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), dan Uji Khi Kuadrat.


Analysis Of Customer Satisfaction Level At Conato Bakery Service In Jember District
(Dhanang Eka Putra SP. M.Sc) a Lecturer Counselor and
(Wenny Dhamayanthi,SE, M.Si) a Lecturer Discussed
Melina Arsy Tantri
A Course Of Study Management Agroindustry
Department Of Management Agribusiness
State Polytechnic of Jember
ABSTRACT
Research on Customer Satisfaction Level at Conato Bakery Service in Jember district aims to, (1) Identify customer caracteristics Conato Bakery, (2) Analizing the level of performance interests and customer satisfaction Conato Bakery, (3) Analyze the overall level of satisfaction, (4) Know the relationship between customer characteristics and customer satisfaction. Data analysis and processing techniques used in this studi using the method of Performance Analysis (IPA), Customer Satisfaction Index (CSI), and Chi Square. Beside on the data optained from 85 respondents, it can be concluded that most respondents are female, avarege age 16-25 years, highest educated High School and profession as a student or collagestudent who has visited the Conato Bakery more than 2 times a week. Beside on analysis Importance Performance Analysis, there are three atributes that qulified services is a top priority for improvert performance, namely speed in the present a food and beverages, provide information if there is a new product, and employees range to customers about excellent products. Based on the Customer Statisfaction Index analysis, it is know that the customer has been satisfied with the service Conato Bakery, bacause the value of CSI is high 67,4% than the service has met customer expectation. Chi Square test results, shows that the caracteristics of the respondens have nothing to do with the satisfaction of responden.
Key words: Customer characteristics, level of performance of interensts and satisfactions, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), and Chi Square.