| The number of coffee shops that have sprung up in Kelapa Gading has made the competition tight. Wake Cup Coffee Shop Kelapa Gading is the last outlet opened by Wake Cup. To be able to compete with other coffee shops, they must improve the quality of service to satisfied customers. Supported by sales data of Wake Cup Coffee Shop which sometimes do not reach the target, it is necessary to measure customer satisfaction on service quality by using Importance Performance Analysis (IPA) method and Decision Making Trial and Evaluate Laboratory (DEMATEL). The IPA method can characterize the quality attributes that need to be upgraded in advance and the DEMATEL method can give the results of the relationship between attributes that must be increased in priority so that it can create improvement proposals to improve customer satisfaction. Research subjects are customers who have come at least once with the number of unknown population. The number of samples used in this study as many as 150 respondents with purposive sampling technique. From these measurements, the restaurant is expected to improve the quality of service that has not been in accordance with consumer expectations. In the IPA method obtained 12 attributes do not match consumer expectations and require improvement. The 29 attributes of service quality are divided into four quadrants. The first quadrant is the top priority there are 6 attributes, the second quadrant attribute that needs to be maintained there are 9 attributes, the third quadrant of the low priority attribute there are 9 attributes, and the last quadrant attribute excess there are 5 attributes. The quality attribute that needs immediate improvement exists in the first quadrant attribute (top priority). The order of quality attribute improvement at the top priority quadrant is based on the highest priority of service quality based on the DEMATEL method, ie: 1) Service provided in accordance with customer expectations, 2) Coffee shop provides fast service, 3) The speed of providing food and drink accordingly with promised, 4) There is a clean toilet, 5) Coffee shop has a large parking area, 6) The arrangement of exterior and interior is nice and attractive. |