Please use this identifier to cite or link to this item:
http://repository.ipb.ac.id/handle/123456789/113298
Title: | Kepuasan Konsumen Rumah Makan Karunia Kecamatan Mustika Jaya Kota Bekasi. |
Other Titles: | Consumer Satisfaction of Rumah Makan Karunia Restaurant in Mustika Jaya District Bekasi City |
Authors: | Purwono, Joko Sarianti, Tintin Miftahudin, Fiqrizal Dzakwan |
Issue Date: | 2022 |
Publisher: | IPB University |
Abstract: | Rumah Makan Karunia Kecamatan Mustika Jaya Kota Bekasi merupakan
rumah makan yang telah berdiri selama 17 tahun yang menawarkan berbagai
macam menu khas Kota Lamongan. Pihak rumah makan berkomitmen untuk
mempertahankan cita rasanya yang khas bagi konsumen. Penelitian ini bertujuan
untuk mengidentifikasi karakteristik konsumen, proses pengambilan keputusan
pembelian konsumen, menganalisis tingkat kepuasan konsumen serta menganalisis
kinerja atribut yang memengaruhi kepuasan konsumen. Metode yang digunakan
adalah analisis deskriptif, Diskonfirmasi Harapan dan Expectation Performance
Analysis (EPA). Berdasarkan hasil penelitian dapat diketahui bahwa hasil analisis
dengan metode Diskonfirmasi Harapan, nilai indeks kepuasan konsumen Rumah
Makan Karunia yaitu sebesar 1.06 yang menunjukkan bahwa secara keseluruhan
konsumen merasa puas (Positive Disconfirmation). Hasil Expectation Performance
Analysis (EPA) menunjukkan bahwa atribut keragaman pilihan makanan serta
minuman dan tersedianya tampilan menu hidangan rumah makan beserta daftar
harganya merupakan prioritas utama dalam perbaikan kinerja untuk meningkatkan
kepuasan konsumen. Rumah Makan Karunia Mustika Jaya District, Bekasi City is a restaurant that has been established for 17 years that offers a variety of typical Lamongan City menus. This restaurant always committed to maintaining its unique taste for consumers. This study aims to identify the characteristics of consumer, processes of consumer purchasing decisions, analyze the level of consumer satisfaction and analyze the performance of attributes that affect consumer satisfaction. The method used is descriptive analysis, disconfirmation of expectation and Expectation Performance Analysis (EPA). Based on the results of the analysis using the Disconfirmation of Expectation method, the consumer satisfaction index value of Rumah Makan Karunia is 1.06 which indicates that overall consumers are satisfied (Positive Disconfirmation). Expectation Performance Analysis (IPA) showed that attributes of the diversity of food and beverage choices and the availability of restaurant menu displays along with their price lists are top priorities in improving performance to increase customer satisfaction. |
URI: | http://repository.ipb.ac.id/handle/123456789/113298 |
Appears in Collections: | UT - Agribusiness |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Cover, Lembar Pengesahan, Prakata, Daftar Isi.pdf Restricted Access | Cover | 371.52 kB | Adobe PDF | View/Open |
H34180044_Fiqrizal Dzakwan Miftahudin.pdf Restricted Access | Fullteks | 742.15 kB | Adobe PDF | View/Open |
Lampiran.pdf Restricted Access | Lampiran | 440.57 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.