KEPUASAN KONSUMEN TERHADAP PRODUK MADAME SISCA THE EATERY BANDUNG

Meiriska Silfia Sari Supriatna, - (2018) KEPUASAN KONSUMEN TERHADAP PRODUK MADAME SISCA THE EATERY BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Penelitian ini dilatarbelakangi oleh menurunnya tingkat penjualan produk restoran Madame Sisca The Eatery Bandung pada bulan juli 2017 hingga Febuari 2018. Tujuan penelitian ini yaitu mendapatkan informasi mengenai kepuasan konsumen terhadap produk di Madame Sisca The Eatery Bandung. Metode yang digunakan pada penelitian ini yaitu metode deskriptif dengan pendekatan kuantitatif. Teknik analisis data menggunakan Importance Performance Analysis, yang terdiri dari dua tahapan. Tahap pertama, mengukur tingkat kesesuaian antara harapan konsumen dan kinerja perusahaan menggunakan rumus indeks kepuasan konsumen. Tahap kedua, menentukan prioritas perbaikan kinerja perusahaan. Hasil penelitian berdasarkan perhitungan indeks kepuasan konsumen, menunjukan bahwa masih terdapat tujuh indikator yang memiliki angka indeks kepuasan konsumen dibawah 1,00 atau konsumen merasa belum puas yaitu pada indikator penyajian makanan, citarasa hidangan, pelayanan yang berwujud, empati, keandalan, ketanggapan, dan jaminan. Sedangkan untuk indikator variasi menu dan harga, konsumen dinyatakan sudah puas. Hasil analisis penentuan prioritas perbaikan menggunakan Matriks Importance Performance Analysis menunjukan bahwa indikator yang memiliki prioritas perbaikan paling tinggi yaitu pada indikator empati dan keandalan. ;---This research was driven by the declining sales of restaurant products from Madame Sisca The Eatery Bandung from July 2017 to February 2018. The main purpose of this study is to obtain customer satisfaction information towards the products of Madame Sisca The Eatery Bandung. The methods which are used in this research are descriptive method and quantitative method. The technique of data analysis is Importance Performance Analysis, which consists of two stages. The first stage is to measure the level of conformity between consumer expectation and company performance by using the formula of consumer satisfaction index. The second stage is to determine the priority in improving company performance. The result of the research characterized by the calculation of consumer satisfaction index, shows that there are seven indicators with consumer satisfaction index number below 1.00, which indicating consumer insatisfaction towards food presentation indicator, food taste, tangible service, empathy, reliability, responsiveness and assurance. Meanwhile for menu and price variety indicator, consumer is declared satisfied. The analysis result in improving performance priority determination, using the Importance Performance Analysis Matrix, shows the most prioritized indicators for company's improvement are empathy and reliability indicators.

Item Type:	Thesis (S1)
Additional Information:	No Panggil : S PKK MEI k-2018; Pembimbing : I. Yuha Rahmawati, II. Karpin; NIM : 1404861
Uncontrolled Keywords:	Kepuasan Konsumen, Kualitas Produk, Consumer Satisfaction, Product Quality
Subjects:	L Education > L Education (General)
Divisions:	Fakultas Pendidikan Teknologi dan Kejuruan > Jurusan Pendidikan Kesejahteraan Keluarga > Program Studi Pendidikan Tata Boga
Depositing User:	Zahra
Date Deposited:	13 Feb 2020 07:54
Last Modified:	13 Feb 2020 07:54
URI:	http://repository.upi.edu/id/eprint/44894

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