Title: Coffee Shop Service Design with Service Quality and Importance Performance Analysis Dimensions during the Covid-19 Pandemic
Authors:
- Dynoviar Nirbita Muhammad
- Febriana Wurjaningrum
Department: Management
Journal Name: Indonesian Journal of Entrepreneurship Education
Kinds of Journal: Sinta 5
Keywords: Importance Performance Analysis, Coffee Shop, Service Quality
ABSTRACT
The decline of income due to COVID-19 as well as recommendations for health protocols from the government have made business people look for effective ways to be able to serve optimally with all limitations during the pandemic. The Service Quality dimension and the Importance Performance Analysis method can help businesses find attributes that can be improved based on performance values and importance values. Researchers created 22 questions about service quality during a pandemic based on a literature study. There were 65 participants taken from shop customers during the COVID-19 pandemic. According to the results of IPA, the proposed improvement can be applied to the Servqual dimensions that are included in Quadrant I (Priority). It includes the attributes of a health protocol as recommended by the government, a comfortable and adequate sitting room, and a clean and tidy sitting room. In-depth interviews were then conducted with the manager and owner of Kedai Kopi Berbaur to find suggestions for improvement. The proposed improvements include posting physical distancing information, expanding the space for the next rental period, and conducting regular monitoring of the cleanliness of the premises. The results of this study add to empirical evidence and references regarding practices related to service quality in the coffee shop business during the COVID-19 pandemic.
For details: https://doi.org/10.21632/perwira.4.1.61-73