Track: Supply Chain Management

Abstract

‘Warung Tegal’ or shortened as warteg is a street food stall that serves home-cooking Javanese food.  It is commonly located in a crowded area and well-known for its affordable yet filling meal. During this pandemic, food delivery services are one of the strategies that warteg culinary entrepreneurs can use in maintaining their business. The quality of services provided by warteg can affect customer satisfaction, therefore this study was conducted to analyze the level of customer satisfaction warteg with the services provided so that they can find out which services need to be maintained and improved to provide maximum satisfaction to customers. This research was conducted quantitatively by distributing questionnaires to respondents who used the service food delivery in making transactions with warteg. The results of the questionnaire data obtained were 105 respondents and the results of the validity and reliability testing of the data using the Minitab19 application stated that all data obtained had a validity level of above 99% and were reliable. Data processing is done using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods with the Minitab19 application. The research results show that the level of customer satisfaction of warteg is 91% with the highest level of satisfaction in the cleanliness of the food served and the highest level of importance is in the completeness of the menu found in the food delivery service application. Services that need to be focused on improvement are the suitability of food prices, promos, and discounts, speed of warteg service processes, as well as warteg responses to customer complaints and needs.