Measuring Service Quality for Bakeries in Central Jakarta using the CSI and IPA Methods Measuring Service Quality for Bakeries in Central Jakarta using the CSI and IPA Methods
Article Sidebar
Main Article Content
Fuji Rahayu
Herlina Herlina
Maekel Tan Wijaya
Abstract
One of the companies engaged in the food industry (bakery) which is well known to many people in Indonesia is PT. Mustika Citra Rasa or better known as Holland Bakery. The results of the GMP audit show that the average GMP value for the Holland Bakery counter in the Central Jakarta area is below 75% which is the standard for the Holland Bakery company. Therefore, research is needed to determine customer satisfaction and improvements that need to be made for customer satisfaction. This study uses the Customer Satisfaction Index (CSI) method to identify customer satisfaction, the Servqual method identifies attribute gaps that cause dissatisfaction with service implementation, the Importance Performance Analysis (IPA) method to determine the variables that need improvement by dividing them on a Cartesian diagram. This study shows that customer satisfaction is in the satisfied category with an index value of 80.64%, obtained 14 attributes have a negative gap, 9 attributes are in quadrant I and 1 attribute is in quadrant III, the order of priority in improving service quality for 10 attributes that are in the priority quadrant, and SOPs that can be carried out to overcome the causes of problems or improve service quality.
Downloads
Article Details
Copyright (c) 2025 Fuji Rahayu, Herlina Herlina, Maekel Tan Wijaya
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Yuliawati, L. (2017) ‘Analisis Struktur, Perilaku, dan Kinerja Industri Makanan dan Minuman di Indonesia’, Jurnal Ecodemica, 1(2), p. 267.
Malonda, J. A., M. Wangke, W. and Moniaga, V. R. B. (2018) ‘Profil Usaha Industri Bakery pada Perusahaan “New Segar” Di Kelurahan Pinaesaan Kecamatan Wenang Kota Manado’, Journal Agri-SosioEkonomi, 14, pp. 35–44.
Rahayu, F., Palullungan, D., & Regina, T. (2021) ‘ Improving the Production Quality Processes at Bread SMEs in Jakarta’, Applied Technology and Computing Science Journal, 4(1), 10-15.
Alfurqan, M., Jopang and Liwaul (2020) ‘Analisis Pengembangan Produk Roti Holland Bakery dalam Menghadapi Persaingan Bisnis’, 5(2), pp. 552–560.
Indrajaya, D. (2018) ‘Analisis Kualitas Pelayanan Terhadap Tingkat Kepuasan Konsumen Menggunakan Metode Importance Performance Analysis dan Customer Satisfaction Index’, Jurnal IKRA-ITH Teknologi, 2(3), pp. 1–6.
Ardianti, N. P. and Waluyo, M. (2021) ‘Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Menggunakan Metode CSI dan PGCV di Toko XYZ’, Journal of Industrial Engineering and Management, 16(2), pp. 96–107. doi: 10.33005/tekmapro.v16i2.219.
Howin, R. and Prasetya, W. (2020) ‘Penerapan Metode IPA dan PGCV untuk Menganalisis Kualitas Layanan PT. Bank X berdasarkan Dimensi Servqual’, Jurnal METRIS, 21(02), pp. 92–102. doi: 10.25170/metris.v21i02.2493.
Udofia, Ekpenyong Ekpenyong et al. (2021) ‘Supply Disruption in The Wake of COVID-19 Crisis and Organisational Performance: Mediated by Organisational Productivity and Customer Satisfaction’, Journal of Humanities and Applied Social Sciences, 3(5), pp. 319–338. doi: 10.1108/jhass-08-2020-0138.
Monferrer, D., Moliner, M. A. and Estrada, M. (2019) ‘Increasing Customer Loyalty Through Customer Engagement in The Retail Banking Industry’, Spanish Journal of Marketing - ESIC, 23(3), pp. 461–484. doi: 10.1108/SJME-07-2019-0042.
Makudza, F. (2021) ‘Augmenting Customer Loyalty Through Customer Experience Management in The Banking Industry’, Journal of Asian Business and Economic ‘tudies, 28(3), pp. 191–203. doi: 10.1108/jabes-01-2020-0007.
Ardianti, N. P. and Waluyo, M. (2021) ‘Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Menggunakan Metode CSI dan PGCV di Toko XYZ’, Journal of Industrial Engineering and Management, 16(2), pp. 96–107. doi: 10.33005/tekmapro.v16i2.219.
Meirizha, S. nova and Rahmawati (2019) ‘Identifikasi Tingkat Kepuasan Pelanggan dengan Menggunakan Metode Servqual (Studi Kasus : PT. Perawang Kencana Motor)’, Jurnal Surya Teknika, 1(04), pp. 75–81. doi: 10.37859/jst.v1i04.1191.
Pambudi, F. N. and Martini, E. (2017) ‘Analisis Service Recovery Layanan Indihome Triple Play Kota Bandung Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)’, Jurnal Manajemen dan Bisnis Sriwijaya, 15(2), pp. 119–126. doi: 10.29259/jmbs.v15i2.5699.
Wilujeng, F. R., Wijaya, T. and Andreas, D. (2020) ‘Analisis Kualitas Layanan dengan Metode Fuzzy Servqual, Importance Performance Analysis (IPA) dan Regresi Linier Berganda di Pasar Swalayan Giant’, Seminar Nasional Terapan Riset Inovatif (SENTRINOV), 6(1), pp. 1119–1126.
Phadermrod, B., Crowder, R. M. and Wills, G. B. (2019) ‘Importance Performance Analysis Based SWOT Analysis’, International Journal of Information Management, 44, pp. 194–203. doi: 10.1016/j.ijinfomgt.2016.03.009.
Andry, J. F., Christianto, K. and Wilujeng, F. R. (2019) ‘Using Webqual 4.0 and Importance Performance Analysis to Evaluate E-Commerce Website’, Journal of Information Systems Engineering and Business Intelligence, 5(1), p. 23. doi: 10.20473/jisebi.5.1.23-31.
Hair, J. F. et al. (2014) Multivariate Data Analysis. 7th edn, Pharmaceutical Quality by Design: A Practical Approach. 7th edn. United Kingdom: Pearson Education Limited. doi: 10.1002/9781118895238.ch8. J. Li, X. Mei, D. Prokhorov, and D. Tao, “Deep neural network for structural prediction and lane detection in traffic scene,” IEEE Trans. neural networks Learn. Syst., vol. 28, no. 3, pp. 690–703, 2016.
J. M. Ward and P. M. Griffiths, Strategic planning for information systems. John Wiley & Sons, Inc., 2007.
R. D. Galliers and D. E. Leidner, Strategic information management: challenges and strategies in managing information systems. Routledge, 2014.