Rancangan Layanan Kedai Kopi dengan Dimensi Service Quality dan Importance Performance Analysis di Masa Pandemi Covid-19
Abstract
Turunnya pendapatan akibat COVID-19 serta anjuran protokol kesehatan dari pemerintah membuat pelaku bisnis mencari cara yang efektif untuk dapat melayani secara maksimal dengan segala keterbatasan pada masa pandemi. Dimensi Service Quality dan metode Importance Performance Analysis (IPA) dapat membantu pelaku bisnis menemukan atribut yang dapat diperbaiki berdasarkan nilai kinerja dan nilai kepentingan. Peneliti membuat 22 pertanyaan seputar kualitas layanan di masa pandemi berdasarkan studi pustaka. Terdapat 65 partisipan yang diambil dari pelanggan kedai selama pandemi COVID-19. Menurut hasil IPA, usulan perbaikan dapat diterapkan pada dimensi Servqual yang masuk ke dalam Kuadran I (Prioritas Utama). Di dalamnya antara lain terdapat atribut protokol kesehatan sesuai anjuran pemerintah, ruang duduk yang nyaman dan memadai, serta ruang duduk yang bersih dan rapi. In-depth interview kemudian dilakukan dengan manajer dan pemilik Kedai Kopi Berbaur untuk menemukan usulan perbaikan. Usulan perbaikan yang dihasilkan antara lain adalah penempelan informasi physical distancing, perluasan tempat di masa sewa selanjutnya, dan melakukan pengawasan berkala terhadap kinerja kebersihan tempat. Hasil penelitian ini menambah bukti empiris dan referensi mengenai praktik yang berkaitan dengan kualitas pelayanan dalam bisnis kedai kopi pada masa pandemi COVID-19.
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