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Analisis Kualitas Pelayanan Kedai Kopi Janji Jiwa Kota Bogor Menggunakan Model Servqual Dan Importance Performance Analysis

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": To analyze customer perceptions of service quality at Janji
Jiwa Coffee Shop in Bogor City; to analyze the gap
between customer perceptions and expectations of service
at Janji Jiwa Coffee Shop in Bogor City; and to analyze
the service attributes of Janji Jiwa Coffee Shop in Bogor
City that should be prioritized for service improvement.
: The study employs a quantitative descriptive method.
Service quality analysis is conducted using the ServQual
model, while the Importance Performance Analysis is used
to determine the priority scale for service improvements.
: In general, customers feel ""satisfied"" and ""very satisfied""
with the service quality at Janji Jiwa Coffee Shop in Bogor
City,
with percentages of 51.79% and 40.16%,
respectively.Service gaps still exist across all service
attributes provided by Janji Jiwa Coffee Shop in Bogor
City. The average gap between customer perceptions and
expectations across all service attributes is -0.23, with an
average perception score of 3.32 and an average
expectation score of 3.55. The Customer Satisfaction
Index (CSI) for Janji Jiwa Coffee Shop in Bogor City
across all service attributes is 82.98%, which falls into the
""very satisfied"" category. For service quality
improvement, there are five service attributes that are top
priorities, ten attributes with low priority, and one
attribute with an excessive level of service. The remaining
nine service attributes should be maintained at their
current level to sustain customer satisfaction.
: Service Quality, ServQual Model, Importance"

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Availability

Detail Information

Series Title

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Call Number

REF 658.8343 NAU a

Publisher

Bogor : Universitas Islam Tazkia., 2025

Collation

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Language

Indonesia

ISBN/ISSN

NIM.2110101130

Classification

658.8343

Content Type

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Media Type

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Carrier Type

-

Edition

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Subject(s)

Servis Quality
Servqual Model
Importance Performance Analisis

Specific Detail Info

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Statement of Responsibility

Muhammad Naufal

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