ANALISA CUSTOMER EXPERIENCE SOTO KUDUS KEMBANG JOYO  DENGAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFOMANCE ANALYSIS (IPA) DALAM MENINGKATKAN KEPUASAN KONSUMEN

Dewanta Facrureza; Gabrian Marcel Wong

Authors

Dewanta Facrureza Universitas Bunda Mulia Jalan Lodan Raya no.8 , Pademangan, Jakarta Utara
Gabrian Marcel Wong Universitas Bunda Mulia Jalan Lodan Raya no.8 , Pademangan, Jakarta Utara

Keywords:

Customer Experience, Soto Kudus Kembang Joyo,, Customer Satisfaction, Customer Satisfaction Index,, Importance Performance Analysis

Abstract

This research was conducted to test hypotheses through a study of Soto Kudus Kembang Joyo on Sabang Street to understand customer experience with dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem-solving, promise fulfillment, and value for money at Soto Kudus Kembang Joyo on Sabang Street, which is used to enhance consumer satisfaction by taking 100 samples.

The data collection used in this study is a quantitative method using questionnaires to Soto Kudus Kembang Joyo consumers as primary data.

The research results indicate that consumer satisfaction is satisfied with the services and products provided with an average Customer Satisfaction Index data that almost reaches 80%.

The conclusion of this research is that the customer experience at Soto Kudus Kembang Joyo is considered satisfactory, and the owner is expected to pay attention to some weakening attributes and maintain quality.

References

Dewi Maharani, S. (2022). Kepuasan pelanggan ditinjau dari customer experience, customer value, dan brand image. In Online) KINERJA: Jurnal Ekonomi dan Manajemen (Vol. 19, Issue 3).

Fitrah Tunisya, A., Safitri, D., & Parantika, A. (2023). Pengembangan Potensi Atraksi Wisata Gastronomi di Desa Cililin Kabupaten Bandung Barat. Jurnal Ilmiah Wahana Pendidikan, 9(7), 103–109. https://doi.org/10.5281/zenodo.7804725

Husna, S., & Syukri, A. (n.d.). PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN TRANS JOGJA.

Iqbal, M., Dahlan, A., & Kholid Mawardi, F. M. (2015). PENGARUH CUSTOMER EXPERIENCE TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Survei pada Pelanggan KFC Kawi Malang). In Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 28, Issue 1).

Permana, E., Thalib, S., & Wulandjani, H. (2022). IMPLEMENTASI MATRIKS IMPORTANCE PERFORMANCE ANALYSIS (IPA) UNTUK MENGEMBANGKAN KEWIRAUSAHAAN MAHASISWA FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS PANCASILA. Jurnal Riset Bisnis, 6(1), 126–143.

Setiawan, A., Fitri Ikatrinasari, Z., & Prabowo, H. A. (2023). Analisis Kualitas Pelayanan Pendidikan Dengan Menggunakan Metode Eduqual dan Importance Performance Analysis. JISI: JURNAL INTEGRASI SISTEM INDUSTRI, 10. https://doi.org/10.24853/jisi.4.1.pp-pp

Tandilino, E. V., Dharma Widada, & Farida Djumiati Sitania. (2023). Pengukuran Tingkat Kepuasan Pelanggan Terhadap Jasa Pelayanan Dengan Metode Servqual dan Customer Satisfaction Index (CSI). JOURNAL OF INDUSTRIAL AND MANUFACTURE ENGINEERING, 7(2), 266–275. https://doi.org/10.31289/jime.v7i2.10205

Cholik, Firdaus Ikrar., Rufial dan Bida Sari, “ Pengaruh Harga, Keragaman Menu Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Kusuma Catering di Bekasi”. IKHRAITH Ekonomika Vol 5 No 1 (Maret 2022): 59. https://journals.upi-yai.ac.id/index.php/IKRAITH EKONOMIKA/article/view/1712.

Finthariasari, Meilaty., Sri Ekowati dan Roy Krisna. “Pengaruh Kualias Produk, Display Layout, Dan Variasi Produk Terhadap Kepuasan Konsumen”. Journal Ekombis Review, Vol. 8 No. 2 (Juli 2020). https://jurnal.unived.ac.id/index.php/er/article/view/1081.

Yudhistira and Fatmawati Journal of Ethnic Foods (2020) 7:27 https://doi.org/10.1186/s42779-020-00067-z

Iwinsyari, Sri dan Herry Nurdin. “Pengaruh Cita Rasa Dan Lokasi Terhadap Kepuasan Konsumen (Studi Kasus Di Lesehan Inasei). Journal Scientific Of Mandalika (JSM), Vol. 2 No. 7 http://ojs.cahayamandalika.com/index.php/jomla/article/view/757. (2022).

Siregar, Amir Hamzah. “Pengaruh Kualitas Produk, Harga, Cita Rasa Dan Promosi Terhadap Kepuasan Konsumen di Rumah Makan Mbak Siti”. Journal Economy And Currency Study (JECS), Volume 3 No 1 (Januari 2021). https://pusdikra-publishing.com/index.php/jecs/article/view/131.