Abstract

This research was conducted to analyze service quality dimensions using the importance-performance analysis (IPA) method in Warunk Upnormal Jalan Riau Bandung. The purpose of this study was to determine customer expectations for service quality dimensions, to determine the reality of service quality dimension performance and to find out what aspects need to be improved on Warunk Upnormal Jalan Riau Bandung. This study uses quantitative methods with descriptive research types. Sampling is done by non-probability sampling method type of incidental sampling. Data analysis techniques used are descriptive analysis, analysis (GAP), and importance-performance analysis (IPA).
Based on the descriptive analysis test results, it is known that customer expectations for the dimensions of service quality are in the important category with a percentage of 82.8%. While the reality of performance on service quality dimensions is in the category of satisfaction with a percentage of 78%. Based on the importance-performance analysis (IPA) results, the aspects that must be improved are on the dimensions of empathy and responsiveness.