Analisis Kepuasan Pelanggan di Enggal Nyawiji dengan Menggunakan Metode Service Quality

Ahmad Dzulfikar Fauzi; Deny Andesta

doi:10.24014/jti.v9i2.23924

Analisis Kepuasan Pelanggan di Enggal Nyawiji dengan Menggunakan Metode Service Quality

Ahmad Dzulfikar Fauzi, Deny Andesta

Abstract

Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan di Enggal Nyawiji dengan menggunakan metode kualitas pelayanan. Penelitian ini menggunakan pendekatan kuantitatif dan dianalisis dengan menggunakan teknik statistik. Populasi yang digunakan dalam penelitian ini adalah konsumen pengguna jasa UKM percetakan Enggal Nyawiji sebanyak 125 orang dengan sampel sebanyak 68 responden dengan menggunakan teknik Probability Sampling, dan alat ukur sampel dibantu dengan rumus Solvin. Hasil penelitian menyatakan bahwa terdapat 15 atribut yang digunakan dalam penelitian yang menjadi harapan dan persepsi UKM Enggal Nyawiji. Dari 15 atribut yang digunakan, terdapat 13 atribut dengan nilai negatif. 1 atribut netral dan 1 atribut positif. Sehingga dalam penelitian ini dinyatakan bahwa kepuasan pelanggan dengan metode kualitas pelayanan belum mencapai harapan yang diharapkan oleh pelanggan. Hasil penelitian ini merekomendasikan kepada UKM Enggal Nyawiji untuk mempertahankan atribut Attention of Service Officers karena telah mendapat nilai positif, dan meningkatkan Tennis Ability Petugas Service serta mengevaluasi 13 atribut lainnya yang belum memenuhi harapan pelanggan.

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DOI: http://dx.doi.org/10.24014/jti.v9i2.23924