Analisis Tingkat Kepuasan Pengunjung Bioskop Xyz Di Purwokerto Terhadap Pelayanan Di Masa Ppkm (Studi Kasus Bioskop Xyz Purwokerto)

Muhammad, Iqbal Tawakal (2022) Analisis Tingkat Kepuasan Pengunjung Bioskop Xyz Di Purwokerto Terhadap Pelayanan Di Masa Ppkm (Studi Kasus Bioskop Xyz Purwokerto). Undergraduate Thesis thesis, Institut Teknologi Telkom Purwokerto.

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Cinema is one of the entertainment industries for people in Indonesia. Counting in every region in Indonesia there are many cinemas that were built, in order to meet needs such as entertainment facilities for film lovers or just to watch as entertainment to fill spare time. Based on cinema visitor data for 2019-2021, there was a very significant decrease from 27,646,450 viewers in 2019, 12,059,127 in 2020 and 2,586,386 in 2021. This decrease was caused by the soaring number of COVID-19 cases, so it was published. PPKM is leveled to stop the spread of this virus. This research was conducted at PPKM level 1 with a 100 percent visitor capacity rule, but still applying the health protocols that have been suggested by the government. This study aims to determine the level of satisfaction of visitors or cinema visitors to services during the pandemic, as well as to analyze the level of importance to the level of performance in services at the XYZ Purwokerto cinema. Respondents that will be used are 100 respondents, based on calculations using the Lemeshow formula. The method that will be used is the CSI (Customer Satisfaction Index) method and the IPA (Importance Performance Analysis) method. Based on the CSI calculation, the satisfaction level of cinema visitors is 74.65%, so it is included in the satisfied category. This shows that visitors are satisfied with the services provided by the cinema, although there is still a gap between the performance and importance of each statement. The level of visitor expectations is still too high from the performance given by the cinema. Meanwhile, the results of the analysis using the IPA method can produce an average visitor interest level of 4.22 and a performance level of 3.73. The level of importance is still high while the level of performance is still low. Indicators that are included in quadrant I or main priority so that there is a need for service improvements that are immediately improved. In the statement of security and cleanliness guarantees during the pandemic in the cinema environment and employees maintain good communication between visitors. The suggested service improvement proposal is to keep checking while PPKM level 1 is running, to visitors with proof of a second or complete dose of vaccine by scanning the barcode on the Care Protect application and the cinema always implements health protocols in accordance with government regulations that have been determined, in order to maintain safety. as well as the convenience of visitors while in the cinema environment. Smile and say hello when starting a conversation when visitors need help and employees can better understand visitors who look confused or need help. Maintain empathy when responding to requests from moviegoers. Keywords: COVID-19, PPKM, Visitor Satisfaction, CSI, IPA

Item Type: Thesis (Undergraduate Thesis)
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Industrial Engineering and Design > Industrial Engineering
Depositing User: staff repository
Date Deposited: 23 Sep 2022 03:20
Last Modified: 23 Sep 2022 03:20

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