EVALUATING SERVICE QUALITY DIMENSION USING IMPORTANCE AND PERFORMANCE ANALYSIS AT J’CO AND DONUTS COFFEE MANADO TOWN SQUARE
Abstract: In the highly
competitive of food industry, especially for dessert and beverages restaurant,
service becomes one of the most important things for gaining sustainable
competitive advantages in the marketplace. Service quality is a focused
evaluation that reflects the customer’s perception of specific dimension of
service; reliability, responsiveness, assurance, empathy and tangibles. The
objective of this research is to know the importance and performance of service
quality at J’Co Donuts and Coffee Manado Town Square by using an Importance and
Performance Analysis (IPA). The population observed is the customer of J’Co
Donuts and Coffee Manado Town Square with sample size as many as 100
respondents. The key result were the importance of service quality in J’Co
Donuts and Coffee Manado Town Square is some of the services considered
extremely important to customers but the company are have not ability yet to
get high customer satisfaction and the performance of service quality has a low
performance and did not meet customer expectation. Thus, the quality of
services should improve immediately and develop improvement strategies to
enhance customer satisfaction.
Keywords: service quality,
customer satisfaction, importance and performance analysis
Penulis: Natasha C.
Walewangko, S.L.H.V Joyce Lapian, Ferdinand . Tumewu
Kode Jurnal: jpmanajemendd171103
