Restu Khaliq


Importance Performance Analysis (IPA) is one method measuring the gap of service quality attributes according to the consumer's perspective. The application of this method is important in the field of business services such as laundry because some people today are often unable to do daily routine work such as washing dirty clothes. Using laundry services is one solution. This study aims to assess service quality attributes which are divided into two sub-variables (functional quality and technical quality) through Importance Performance Analysis (IPA) in XYZ laundry service businesses. The number of respondents in this study was 72 people. The research questionnaire was distributed to all XYZ laundry customers from July to September 2018. The results of this study indicate that XYZ luandry business is recommended to prioritize service on good delivery of consumer goods, cut down on waiting time for service work, improve employee appearance and try to show business to help.


Importance; Performance; Costumer Satisfaction; IPA.

Full Text:



Baker, Julie, dan Charles W. Lamb. “Measuring Architectural Design Service Quality.” Journal of Professional Services Marketing 10, no. 1 (1994): 89–106.

Doelhadi, E. M., dan Agus Subekti. “Mengukur Tingkat Kepuasan Pelanggan: Perspektif Psikologi Konsumen.” Fakultas Psikologi Universitas Airlangga 8, no. 1 (2006).

Gamble, M, dan T. K. Gambel. Communicaton Works. Boston: McGraw-Hill Collage, 2002.

Grönroos, Christian. “A Service Quality Model and Its Marketing Implications.” European Journal of marketing 18, no. 4 (1984): 36–44.

Kotler, Philip. Manajemen Pemasaran. Edisi IX (terjemahan). Jilid II. Jakarta: Penerbit Erlangga, 1997.

Martilla, John A., dan John C. James. “Importance-performance analysis.” The journal of marketing, 1977, 77–79.

Parasuraman, Anantharanthan, Valarie A. Zeithaml, dan Leonard L. Berry. “A conceptual model of service quality and its implications for future research.” the Journal of Marketing 49, no. 4 (1985): 41–50.

Payne, Adrian, dan Adrian Payne. The essence of services marketing. USA: Prentice Hall, 1993.

Sunyoto, Danang. “Dasar-dasar manajemen pemasaran.” Yogyakarta: Caps, 2012.

Tjiptono, F., dan C. Gregorius. “Service Quality & Satisfaction, Yogyakarta: Penerbit ANDI.” Edisi III, 2011.

Wijaya, Tony. “Manajemen kualitas jasa.” Jakarta: PT. Indeks, 2011.



  • There are currently no refbacks.

Copyright (c) 2019 Restu Khaliq

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

View My Stats