Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus GUBUK CFE)

Jalalin, M.Aris (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus GUBUK CFE). Undergraduate thesis, Untag 1945 Surabaya.

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Abstract

This study is a research on service quality in Barbershop Matz & Co, this study aims to improve the quality that is felt to be not maximal, in this study will use the Servqual method (service quality) and improvement methods Triz (theory of inventive problem solving), in this study there are five variables that will be tested, they are Reliability, Responsiveness, Assurance, Empathy, Tangibles (physical evidence). The five variables will be drawn up in a questionnaire and will be distributed to the Barbershop Matz & Co customers and the results of the questionnaire are found that the service quality ranking is Tangibles (Physical Evidence) with a value of -1,452 (unsatisfactory service), Empathy variable with value -1.099 (unsatisfactory service), Reliability variable (reliability) with a value of -0.961 (unsatisfactory service), Assurance variable (Guarantee) with a value of - 0.899 (unsatisfactory service), Responsive variable (Response) with a value of - 0.671 ( service is not satisfactory), and from the calculation of Servqual GAP overall is -1.014, the level of customer trust in Barbershop Matz & Co is that this shows that the service quality at Barbershop Matz & co is not satisfactory and needs to be improved. Improvements will be made using the Triz method (theory of inventive problem solving), especially for the Tangibles variable (Physical Evidence) and found a solution to Add the latest products related to hair fashion.

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