Analisis Atribut Kepentingan dan Kinerja Pelayanan Dijou Coffeebar dan Café Kiyo di Bandar Lampung
DOI:
https://doi.org/10.25181/jofsa.v6i2.2175Keywords:
attributes, coffee shop, importance , performanceAbstract
Coffee consumption has now become a lifestyle, especially among the younger generation.
This can be seen from the number of coffee shop businesses. More and more coffee shop
businesses make competition tougher. There are many ways that can be done to maintain the
existence of coffee shops, one of which is by improving the quality of service. This research
aims to identify service attributes that are considered important and satisfy consumers and
service attributes need to be maintained and improved by coffee shops. Samples were taken
from the population of coffee shop visitors who were selected in stages by drawing table
numbers. The number of samples as many as 70 respondents spread over the two coffee shops.
Data collection was carried out from August to September 2020. Questionnaire scores were
analyzed using validity and reliability tests.The analytical method used is Importance
Performance Analysis (IPA). The results showed that the service attributes considered
important by Dijou Coffeebar consumers were 17 attributes, Café Kiyo 18 attributes.
Attributes whose performance was considered satisfactory by Dijou Coffeebar consumers
were 12 attributes, Café Kiyo 16 attributes. Attributes whose performance quality must be
maintained Dijou Coffeebar and Café Kiyo have several similarities, taste, price, taste
consistency, accuracy in recording menus, security, product guarantees, cleanliness,
employee courtesy, ease of payment, convenience of place and availability of tables & chairs.
A different attribute at Dijou Coffeebar is the availability of parking spaces. At Café Kiyo,
menu variations, speed of service, concern for customers, responsiveness to criticism &
suggestions and the availability of parking spaces. Attributes whose performance quality
needs to be improved at Dijou Coffeebar are speed of service, concern for customers,
responsiveness to criticism and suggestions, availability of toilets and wifi. At Café Kiyo,
availability of wifi and parking spaces.
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