ANALISIS STANDART PELAYANAN TERHADAP KONSUMEN PADA PT. MATAHARI DEPARTMENT STORE Q MALL BANJARBARU

Khadijah, Siti (2020) ANALISIS STANDART PELAYANAN TERHADAP KONSUMEN PADA PT. MATAHARI DEPARTMENT STORE Q MALL BANJARBARU. Diploma thesis, Universitas Islam Kalimantan MAB.

[img] Text
Artikel Siti khadijah.pdf

Download (282kB)

Abstract

Penelitian ini bertujuan untuk menganalisispengaruh kualitaspelayanan yang meliputi bentuk fisik, kualitaspelyanan, kepuasanpelanggan, dan daya tanggap.Populasi padapenelitian iniadalah seluruh pelangganMatahari Department Store Q Mall Banjarbaru. Penelitian inimenggunakan tehnik purposivesampling,Sampelpenelitian adalah 30 orang responden dengan menggunakan Metodepengumpulan data yang digunakanberupa data primer,yaitu data yang diambil dariperusahaan melaluiinterview,observasidan kuisionerpada PT. Matahari department Store Q Mall Banjarbaru. Hasil analisismenunjukan bahwa(1) variable bentukfisik, kualitaspelayanan, dan dayatanggap berpengaruhterhadap kepuasanpelangganpada PT. Matahari department store Q mall Banjarbaru, (2) kerapian, kebersihan dan keamanantempat sertapenampilan karyawan di PT. Matahari Department Store memilikipengaruh yang signifikan terhadap kepuasanpelanggan (3) pemberian informasi kepadapara pelanggan sudahcukupbaikdan memiliki pengaruh yang signifikan terhadap peningkatan kualitas standartpelayanan yang adapada PT. Matahari Department Store Q Mall Banjarbaru (4) merespon custumerketika sedangberbelanja membuat costumer merasa di perhatikandenganbaik. Hasil analisis inidapat disimpulkan bahwakualitaspelayanan sangatberpengaruh besar untuk meningkatkan kepuasanpelanggan agar dapat menarikpengunjung datang ke Matahari Department Store Q Mall Banjarbaru. This study aims to analyze the influence of service quality which includes physical form, service quality, customer satisfaction, and responsiveness. The population in this study is all customers of Matahari Department Store Q Mall Banjarbaru. This research uses purposive sampling technique, the research sample is 30 respondents using data collection methods used in the form of primary data, namely data taken from the company through interviews, observations and questionnaires at PT. Matahari department store Q Mall Banjarbaru. The results of the analysis show that (1) physical form variables, service quality, and responsiveness affect customer satisfaction at PT. Matahari department store Q mall Banjarbaru, (2) neatness, cleanliness and safety of the place and the appearance of employees at PT. Matahari Department Store has a significant influence on customer satisfaction (3) providing information to customers is quite good and has a significant effect on improving the quality of service standards that are at PT. Matahari Department Store Q Mall Banjarbaru (4) responds to the custumer when shopping makes the customer feel at the best attention. The results of this analysis can be concluded that the quality of service is very influential to increase customer satisfaction in order to attract visitors to the Matahari Department Store Q Mall Banjarbaru

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Standart pelayanan, kepuasan
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Siti Khadijah
Date Deposited: 07 Nov 2020 01:31
Last Modified: 07 Nov 2020 01:31
URI: http://eprints.uniska-bjm.ac.id/id/eprint/1363

Actions (login required)

View Item View Item