Open AccessPENGUKURAN TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN ETHIKOPIA COFFEE DI KABUPATEN SLEMAN
Author(s) -
Tri Wisudawati,
Wahyu Adhi Saputro
Publication year - 2020
Publication title -
jurnal rekayasa sistem industri
Language(s) - English
Resource type - Journals
eISSN - 2621-1262
pISSN - 2477-2089
DOI - 10.33884/jrsi.v5i2.1831
Subject(s) - servqual , psychology , empathy , accidental sampling , service quality , reliability (semiconductor) , advertising , marketing , service (business) , social psychology , business , medicine , environmental health , population , power (physics) , physics , quantum mechanics
The coffe shop is not just a place to drink coffe but is a lifestyle. Coffee had a positive development trend in accordance with the habits of many people to drink coffee. One of the cafes that is currently popular in Sleman Regency is Ethikopia Coffee. Ethikopia Coffe visitors are satisfied to enjoy coffe products. This study aims to determine the final level of and italic statisfaction using servqual and in terms of five aspects namely tangibility, reliability, responsiveness, assurance and empathy. This study used 30 samples with method a accidental sampling. Servqual score shows the average value gab for each dimension, tangible (-0.75), reliability (-0.47), responsive (-0.20) assurance (-1.01) and empathy (-0,42). The IPA analysis on Ethikopia Coffe that needs to be improved is in quadrant I is the tangible, responsive and empathic dimensions.