RAMADHAN, RAFI IBNU (2019) SERVICE DESIGN IN “WAROENK AYOMASS” FOR IMPROVING CUSTOMER SATISFACTION. S1 thesis, UNIVERSITAS ATMA JAYA YOGYAKARTA.

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Abstract

The objective of this research is to design service quality at Waroenk Ayomass
food stall. Waroenk Ayomass is a business engaged in the food stall sector which
sells varieties of foods and drinks, such as fried noodles, bean porridge, sticky rice
porridge (mix porridge), orange juice, and various kinds of juices. In the food stall
business, customer satisfaction is an essential factor. Therefore, the service at
Waroenk Ayomass must be designed well in order to it can increase customer
satisfaction. The research was conducted using the SERVQUAL method and the
TRIZ method. SERVQUAL method is a method designed to measure customer
expectations. While the TRIZ model used to obtain solutions to improve service
quality. In the SERVQUAL method, the total average gap score is -0.3426. The
minus score shows that the services provided cannot satisfy the customer. To
improve service quality, analysis of Important-Performance Analysis (IPA) Model
is carried out, then through IPA, the attributes which need priority improvement can
be identified. Based on the IPA model, there are four (4) attributes which need
priority improvement. Based on the TRIZ method, the solutions which are provided
to the new service management strategy to improve services quality are changing
the font size on Waroenk Ayomass' nameplate to make it more visible and provide
a right logo on the nameplate, adding electric fans, adding cigarette ashtrays,
making rules for employees so they can serve the customer responsively, and
redesign brochures based on the promised promotions.

Item Type: Thesis (S1)
Uncontrolled Keywords: Food stall, customer satisfaction, SERVQUAL, Importance Performance Analysis (IPA), TRIZ.
Subjects: Industrial Engineering > Industrial Management
Divisions: Fakultas Teknologi Industri > Teknik Industri Internasional
Depositing User: Editor UAJY
Date Deposited: 24 Sep 2021 01:32
Last Modified: 24 Sep 2021 01:32
URI: https://repository.uajy.ac.id/id/eprint/24818

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