Pengaruh Kualitsas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen Pada Bisnis Laundry Kucek Shoes di Surabaya. (The Effect of Service and Facility Quality on Consumer Satisfaction in the Kucek Shoes Laundry Business in Surabaya).

Setyawati, Avinda Yuni (2024) Pengaruh Kualitsas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen Pada Bisnis Laundry Kucek Shoes di Surabaya. (The Effect of Service and Facility Quality on Consumer Satisfaction in the Kucek Shoes Laundry Business in Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945.

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Abstract

Today's business world is increasingly advanced. Every business is in business to win the competition by fulfilling consumer desires. If a business cannot provide satisfaction to consumers, consumers tend to switch to competing businesses. As a result, more and more consumers are leaving the business and switching to competing businesses, which in turn will reduce the business's sales and profits. Kucek Shoes not only provides shoe washing services, but also provides repainting, sewing and repair services. This research examines the influence of service quality and facilities on consumer satisfaction in the shoe polish laundry business in Surabaya. Service Quality has a close relationship with Consumer Satisfaction. A good or service will be considered quality if it meets consumer expectations or hopes. By providing good quality service, consumers will feel satisfied and are expected to increase the company's sales level. Apart from service quality, facilities must also be considered for service companies, because to get a good perception from consumers, it must be based on what they get after using the service. In the shoe washing business, facilities refer to the facilities and infrastructure available in the waiting area of the Kucek Shoes Surabaya Laundry shoe washing outlet. The aim of this research is to determine and analyze the influence of service quality on consumer satisfaction in the shoe cleaning business in Surabaya. Using the research method, a quantitative survey of 100 respondents was carried out to collect data regarding consumer satisfaction at Kucek Laundry in Surabaya using a non�probability incidental sampling technique. This research found that service quality does not have a significant effect on consumer satisfaction at the Kucek Shoes Laundry Business in Surabaya, while the facilities at the Kucek Shoes Laundry in Surabaya influence consumer satisfaction partially and simultaneously. These findings indicate that the facilities at the Shoe Check Laundry Business in Surabaya are effective in influencing customer satisfaction in Surabaya. Laundry needs to consider improving service to increase sales.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Quality Of Service, Facilities, Customer Satisfaction.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Bisnis
Depositing User:	1122000054 Avinda Yuni Setyawati
Date Deposited:	14 Oct 2024 07:36
Last Modified:	14 Oct 2024 07:36
URI:	http://repository.untag-sby.ac.id/id/eprint/33576

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