ANALISIS KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN PADA TOKO KOSMETIK UTIH BANJARMASIN

Aida, Noor (2020) ANALISIS KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN PADA TOKO KOSMETIK UTIH BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Tujuan Penelitian Mengetahui kualitas layanan di Toko Kosmetik UTIH. Dan faktor penghambat kualitas pelayanan terhadap kepuasan konsumen di Toko Kosmetik UTIH. Penelitan ini adalah termasuk atau tergolong dalam penelitian kualitatif diskriptif analisis, yaitu mencoba meneliti atau mengamati tentang fenomena-fenomena yang muncul dilapangan kemudian di analisis di interpastikan lalu kemudian di tarik suatu kesimpulan. Hasil Penelitian, Toko Kosmetik berusaha memberikan pelayanan melalui langkah-langkah sebagai berikut:Bukti fisik (tangible)Dimensi tangible ini berhubungan dengan bukti fisik pelayanan yaitu penampilan karyawan, kenyamanan tempat, kemudahan dalam proses pelayanan, kemudahan akses pelanggan dalam permohonan pelayanan, dan penggunaan alat bantu dalam pelayanan. Kehandalan (reliability)Dimensi kehandalan merupakan kemampuan untuk melaksanakan permintaan kepuasan konsumen dengan tepat, akurat, terpercaya, konsisten dan kesesuaian pelayanan. Untuk mengukur dimensi Daya tanggap (responsiveness)Aspek daya tanggap yang harus diberikan oleh suatu unit usaha dagang yaitu dengan memberikan respon yang baik, cepat dan tanggap dalam menanggapi setiap kebutuhan serta memberikan pelayanana yang maksimal. Jaminan (assurance)Dimensi jaminan (assurance) ini berkaitan dengan pengetahuan, kemampuan, kesopanan dan sifat dapat dipercaya yang dimiliki karyawan, bebas dari bahaya, resiko dan keragu-raguanEmpati (emphaty), Kesimpulan Kualitas Pelayanan Yang Dilakukan Oleh Toko Kosmetik UTIH sebagai berikut melalui dari Bukti Fisik (tangible), Kehandalan (reliability), Daya tanggap (responsiveness), Jaminan (assurance), Empati (empathy)Faktor penghambat kepuasan konsumen kualitas layanan terhadap kepuasan konsumen di toko Kosmetik UTIHKondisi prasarana juga belum terpenuhi secara maksimal. Belum terpenuhi nya tempat pelayanan yang dapat menciptakan suasana nyaman bagi konsumen. Misalnya saja ruang pelayanan. Hal ini menyebabkan sulitnya menata meja dan kursi tunggu sehingga toko terasa sempit. Research Objectives To find out the quality of service at UTIH Cosmetics Shop. And inhibiting factors of service quality to consumer satisfaction at the UTIH Cosmetics Shop. This research is included or classified in the analysis of descriptive qualitative research, which is trying to examine or observe about the phenomena that appear in the field and then analyzed in interpermined then drawn conclusions. Research Results, Cosmetics Shop seeks to provide services through the following steps: Physical evidence (tangible) This tangible dimension relates to physical evidence of service that is the appearance of employees, comfort of the place, ease in the service process, easy access of customers in service requests, and use of equipment help in service. Reliability (reliability) Dimensions of reliability is the ability to carry out customer satisfaction requests precisely, accurately, trusted, consistent and suitability of service. To measure the dimensions of responsiveness (responsiveness) aspects of responsiveness that must be provided by a trading business unit that is by providing a good response, fast and responsive in responding to every need and provide maximum service. Assurance (assurance) This assurance dimension is related to the knowledge, abilities, courtesy and trustworthiness of the employees, free from danger, risk and doubtfulness of Empati (emphaty), Conclusion The Quality of Services Conducted by UTIH Cosmetics Shop as follows through from Physical Evidence (tangible), Reliability, Responsiveness, Assurance, Empathy (empathy) Factors inhibiting customer satisfaction service quality to customer satisfaction in the store UTIH Cosmetics Infrastructure conditions have also not been maximally fulfilled. Not yet fulfilled a service place that can create a comfortable atmosphere for consumers. For example, the service room. This makes it difficult to arrange the waiting tables and chairs so that the store feels cramped.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan Service Quality, Customer Satisfaction
Subjects: H Social Sciences > HB Economic Theory
Depositing User: Noor Aida
Date Deposited: 24 Feb 2021 02:40
Last Modified: 24 Feb 2021 02:40
URI: http://eprints.uniska-bjm.ac.id/id/eprint/1979

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