Perencanaan Strategi Kualitas Pelayanan Dalam Meningkatkan Kepuasan Konsumen Pada Salon Indah Sari Jember

Jannah, Wiwik Nur (2019) Perencanaan Strategi Kualitas Pelayanan Dalam Meningkatkan Kepuasan Konsumen Pada Salon Indah Sari Jember. Undergraduate thesis, Universitas Muhammadiyah Jember.

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Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengunjung terhadap dimensi kualitas pelayanan seperti tangible (bukti fisik), reliability (kehandalan), ressponssiveness (daya tanggap), assurance (jaminan) dan emphaty (perhatian) dan atribut apa saja yang perlu ditingkatkan guna dalam meningkatkan kualitas pelayanan Salon Indah Sari. Populasidalam penelitian ini adalah para konsumen yang menggunakan jasa di Salon Indah Sari. Sampel yang diambil sebanyak 75 responden dengan menggunakan teknik purposive sampling dari para konsumen pengguna jasa di Salon Indah Sari sebagai responden. Analisis data yang digunakan dalam penelitian ini adalah analisi deskriptif untuk menggambarkan karakteristik responden, Importance Performance Analysis (IPA). Importance Performance Analysis (IPA) menggunakan kuisioner yang masing-masing terdiridari 15 atribut dalam 5 dimensi kualitas pelayanan diketahui bahwa atribut yang perlu ditingkatkan kembali agar pengunjung merasa puas terdapat pada kuadran A yaitu Ketepatan pegawai Salon Indah Sari Jember untuk memberikan pelayanan yang sesuai dengan keinginan pengguna jasa (Kehandalan).2, Sikap dan kinerja pegawai Salon Indah Sari Jember dalam memberikan pelayanan (Ketanggapan3).6, Kemampuan pegawai Salon Indah Sari Jember untuk menumbuhkan rasa percaya(Jaminan3).9, Perhatian pegawai Salon Indah Sari Jember dalam mengutamakan kebutuhan konsumen (Empati2).11

Kata kunci : kualitas pelayanan, kepuasan pengunjung, metode Importance Performance Analysis (IPA).

This study aims to determine the level of visitor satisfaction with dimensions of service quality such as tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (attention) and what attributes need to be improved in order to improve quality Indah Sari Salon services. The population in this study are consumers who use services at Salon Indah Sari. Samples taken as many as 75 respondents using purposive sampling techniques from consumers of service users in the Indah Sari Salon as respondents. Analysis of the data used in this research is descriptive analysis to describe the characteristics of respondents, Importance Performance Analysis (IPA). Importance Performance Analysis (IPA) uses a questionnaire, each of which consists of 15 attributes in 5 dimensions of service quality. It is known that the attributes that need to be improved so that visitors are satisfied is in quadrant A, namely the accuracy of the Salon Indah Sari Jember employees to provide services in accordance with user desires services (Reliability) .2, the attitudes and performance of Salon Indah Sari Jember employees in providing services (Responsiveness 3). 6, the ability of Salon Indah Sari Jember employees to foster trust (Guarantee 3). (Empathy2) .11

Keywords: service quality, visitor satisfaction, Importance Performance Analysis (IPA) method

Contribution

Nama Dosen Pembimbing

NIDN/NIDK

Dosen Pembimbing

Qomariyah, Nurul

nidn0701086702

Dosen Pembimbing

Hermawan, Haris

nidn0710106801

Item Type:	Thesis (Undergraduate)
Keywords/Kata Kunci:	kualitas pelayanan, kepuasan pengunjung, metode Importance Performance Analysis (IPA)
Subjects:	600 Technology and Applied Science > 650 Business
Divisions:	Faculty of Economics > Department of Management (S1)
Depositing User:	Wiwik Nur Jannah | wiwiknurjannah21@gmail.com
Date Deposited:	03 Mar 2020 06:07
Last Modified:	03 Mar 2020 06:08
URI:	http://repository.unmuhjember.ac.id/id/eprint/3721

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