%A NPM. 1614131021 TRI TARSITA APRILYANO 
%T ANALISIS TINGKAT KEPENTINGAN DAN KINERJA PELAYANAN
KEDAI KOPI KETJE DAN LOKAL COFFEE DI KOTA METRO

(Skripsi)

Oleh


%X The rapid increase in the number of coffee shops in various cities has led to
increasingly fierce competition between coffee shops. To survive, a coffee shop
needs to provide the best service so that its customers are satisfied. This satisfaction
is achieved if the performance of service attributes that are considered important is
in accordance with customer expectations. Therefore, this study aimed to identify
the service attributes of coffee shops based on their importance and performance.
The next objective was to analyze what service attributes need to be maintained and
improved their performance. There were two coffee shops studied, namely Kopi
Ketje (KK) and Local Coffee (LC). Both were located in Metro City, Lampung
Province. Data collection was carried out in August-September 2020. The number
of samples for each shop was 35 respondents, so the total sample was 70
respondents. The sampling technique was carried out in stages. The day and time
of the interview was set intentionally. Furthermore, at each interview time, a
sample of respondents was selected randomly based on table numbers. Attributes
of importance and performance were measured on a likert scale. Data was collected
by a questionnaire. Prior to study in two coffee shops, this questionnaire was tested
for validity and reliability. The questionnaire with 25 attributes of importance and
satisfaction was valid and reliable. The data were analyzed using the Importance
Performance Analysis (IPA) method. The results showed that of the 25 service
attributes studied, there were 15 attributes in the KK and 13 attributes in the LC
which were considered important by the respondents. Furthermore, the results of
this study indicated that there were 9 attributes in the KK and 7 attributes in the LC
which are considered satisfactory. Attributes that need to be maintained at the two
shops are taste, product suitability, cleanliness of the place, and the friendliness and
courtesy of employees. Furthermore, the performance attributes that need to be
improved in the two shops are price, availability of parking spaces and availability
of prayer rooms.
Keywords: coffee shop, service attributes, importance, performance



Peningkatan yang pesat jumlah kedai kopi di berbagai kota menyebabkan
persaingan antar-kedai kopi semakin ketat. Untuk dapat bertahan, suatu kedai kopi
perlu memberikan pelayanan yang terbaik agar pelanggannya puas. Kepuasan ini
tercapai apabila kinerja atribut-atribut pelayanan yang dinilai penting sesuai dengan
harapan pelanggannya. Oleh sebab itu, penelitian ini bertujuan untuk
mengidentifikasi atribut-atribut pelayanan kedai kopi berdasarkan kepentingan dan
kinerjanya. Tujuan selanjutnya adalah untuk menganalisis atribut-atribut
pelayanan apa saja yang perlu dipertahankan dan ditingkatkan kinerjanya. Ada dua
kedai kopi yang diteliti, yakni Kopi Ketje (KK) dan Lokal Coffee (LC). Keduanya
berlokasi di Kota Metro, Provinsi Lampung. Pengumpulan data dilakukan pada
Agustus-September 2020. Jumlah sampel untuk tiap kedai adalah sebanyak 35
responden, sehingga jumlah seluruh sampel sebanyak 70 responden. Teknik
pengambilan sampel dilakukan secara bertahap. Hari dan waktu wawancara
ditetapkan secara sengaja. Selanjutnya, pada tiap waktu wawancara, sampel
responden dipilih secara acak berdasarkan nomor meja. Atribut-atribut
kepentingan dan kinerja diukur dalam skala likert. Pengumpulan data dilakukan
dengan kuesioner. Sebelum penelitian di dua kedai kopi, kuesioner ini diuji dulu
validitas dan reliabilitasnya. Kuesioner dengan 25 atribut kepentingan dan
kepuasan valid dan reliabel. Data dianalisis dengan metode Importance
Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa dari 25 atribut
pelayanan yang diteliti, terdapat 15 atribut di KK dan 13 atribut di LC yang dinilai
penting oleh responden. Selanjutnya, hasil studi ini menunjukkan bahwa terdapat
9 atribut di KK dan 7 atribut di LC yang dinilai memuaskan. Atribut-atribut yang
perlu dipertahankan kinerjanya di kedua kedai yaitu cita rasa, kesesuaian produk,

kebersihan tempat, serta keramahan dan kesopanan karyawan. Selanjutnya, atribut-
atribut yang perlu ditingkatkan kinerjanya di kedua kedai yaitu harga, ketersediaan

tempat parkir dan ketersediaan mushola.
Kata kunci : kedai kopi, atribut pelayanan, kepentingan, kinerja
%C UNIVERSITAS LAMPUNG
%D 2021
%I FAKULTAS PERTANIAN
%L eprints61377