ANALISIS KUALITAS PELAYANAN JASA MINI SOCCER REPUBLIK MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA) (TA.15.26.040)

HILMUDDIN, MUHAMMAD (2026) ANALISIS KUALITAS PELAYANAN JASA MINI SOCCER REPUBLIK MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA) (TA.15.26.040). Sarjana thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.

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Abstract

Abstrak Pertumbuhan minat masyarakat perkotaan terhadap olahraga mini soccer mendorong ketatnya persaingan bisnis penyewaan lapangan di Kota Bandung. Mini Soccer Republic menghadapi tantangan berupa adanya keluhan pelanggan terkait kondisi fasilitas fisik. Penelitian ini bertujuan untuk mengetahui tingkat harapan dan persepsi pelanggan, menganalisis kesenjangan kualitas pelayanan menggunakan metode SERVQUAL, dan merumuskan prioritas perbaikan dengan metode Importance-Performance Analysis (IPA). Penelitian ini menggunakan pendekatan deskriptif kuantitatif. Sampel berjumlah 100 responden yang ditentukan dengan metode purposive sampling terhadap pelanggan yang pernah menyewa lapangan. Analisis kesenjangan menunjukkan dimensi Tangibles memiliki skor negatif sebesar -1,11 yang berarti kinerja layanan belum memenuhi ekspektasi pelanggan. Empat dimensi lain (Reliability, Assurance, Empathy, Responsiveness) mendapatkan skor positif yang menandakan kinerja telah melampaui harapan. Pemetaan pada diagram kartesius IPA menempatkan kesepuluh atribut dimensi Tangibles pada Kuadran I yang merupakan area prioritas utama perbaikan. Kesimpulannya, pihak manajemen disarankan untuk memfokuskan sumber daya operasional secara eksklusif guna memperbaiki fasilitas fisik seperti peremajaan rumput sintetis, perbaikan sistem drainase, pembaruan penerangan, penataan area parkir, serta menjaga kebersihan perlengkapan. Kata Kunci: Kualitas Pelayanan, SERVQUAL, Importance-Performance Analysis (IPA), Mini Soccer, Kepuasan Pelanggan. viii UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL SERVICE QUALITY ANALYSIS OF MINI SOCCER REPUBLIC USING SERVQUAL AND IMPORTANCE-PERFORMANCE ANALYSIS (IPA) METHODS Muhammad Hilmuddin Program Studi S-1 School Logistic and Transportation Universitas Logistik dan Bisnis Internasional ABSTRACT The growth of urban interest in mini soccer has intensified competition in the field rental business in Bandung City. Mini Soccer Republic faces challenges in the form of customer complaints regarding physical facilities. This study aims to determine the level of customer expectations and perceptions, analyze the service quality gap using the SERVQUAL method, and formulate improvement priorities using the Importance-Performance Analysis (IPA) method. This research uses a quantitative descriptive approach. The sample consisted of 100 respondents determined by a purposive sampling method from customers who have rented the field. The gap analysis reveals that the Tangibles dimension has a negative score of -1.11, meaning the service performance falls short of customer expectations. The other four dimensions (Reliability, Assurance, Empathy, Responsiveness) obtained positive scores, indicating that performance has exceeded expectations. Mapping on the IPA Cartesian diagram places all ten attributes of the Tangibles dimension in Quadrant I, making them the top priority area for improvement. In conclusion, management is advised to focus operational resources exclusively on improving physical facilities such as replacing synthetic grass, fixing drainage systems, upgrading lighting, organizing parking areas, and maintaining equipment cleanliness. Keywords: Service Quality, SERVQUAL, Importance-Performance Analysis (IPA), Mini Soccer, Customer Satisfaction.

Item Type: Thesis (Sarjana)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Logistics and Transport > Manajemen Logistik S1
Depositing User: PKL SATU SATU
Date Deposited: 22 Jul 2026 08:07
Last Modified: 22 Jul 2026 08:07
URI: http://eprints.ulbi.ac.id/id/eprint/4177

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