ANALISIS KUALITAS PELAYANAN JASA AIR FRESHENER TERHADAP LOYALITAS PELANGGAN PADA CV ZHAFIRA DI KOTA BANJARBARU

Hidayat, Kalamsyah (2022) ANALISIS KUALITAS PELAYANAN JASA AIR FRESHENER TERHADAP LOYALITAS PELANGGAN PADA CV ZHAFIRA DI KOTA BANJARBARU. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Kualitas pelayanan sangat perlu diperhatikan agar pelanggan tetap bertahan terhadap jasa maupun barang yang ditawarkan. Kualitas layanan apabila dikelola dengan tepat, berkontribusi postitif terhadap terwujudnya kepuasan dan loyalitas pelanggan. loyalitas pelanggan merupakan asset bagi suatu perusahaan, dengannya perusahaan akan mendapatkan banyak keuntungan. jenis penelitian ini adalah penelitian kualitatif. Sampel yang diambil sebanyak 30 sampel responden dengan menggunakan teknik Insidental Sampling. Pengumpulan data diambil dengan menggunakan beberapa teknik yaitu Wawancara tertulis, Observasi dan Dokumentasi. Serta teknik analisis data yang digunakan adalah deskriptif kualitatif. CV Zhafira adalah suatu perusahaan yang bergerak di bidang penyedia barang dan jasa. Berdasarkan hasil penelitian kualitas pelayanan CV Zhafira melalui kelima indikator kualitas pelayanan dinilai sangat baik terbukti dengan banyaknya jawaban positif dibandingkan dengan jawaban negatif. Meskipun demikian untuk mempertahankan loyalitas pelanggan harus memperhatikan keluhan serta segera memperbaiki. Quality of service is very important so that customers continue to stick to the services and goods offered. Service quality, if managed properly, contributes positively to the realization of customer satisfaction and loyalty. Customer loyalty is an asset for a company, which the company will get many benefits. this type of research is qualitative research. Samples were taken as many as 30 samples of respondents using the Incidental Sampling technique. Data collection was taken using several techniques, namely written interviews, observation and documentation. And the data analysis technique used is descriptive qualitative. CV Zhafira is a company engaged in providing goods and services. Based on the research results, the service quality of CV Zhafira through the five service quality indicators is considered very good, as evidenced by the number of positive answers compared to negative answers. However, to maintain customer loyalty, you must pay attention to complaints and immediately fix them.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, Loyalitas Pelanggan. Service Quality, Customer Loyalty.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HF Commerce
Depositing User: Kalamsyah Hidayat
Date Deposited: 20 Jun 2022 01:35
Last Modified: 20 Jun 2022 01:35
URI: http://eprints.uniska-bjm.ac.id/id/eprint/10935

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