ANALISIS KUALITAS PELAYANAN PADA BOLLY DEPT STORE TENTE

Lia Elisa, Herry Nurdin

Abstract


Satisfying consumer needs is the dream of every company. Apart from being an important factor for the survival of the company, meeting consumer needs can increase its superiority in the competition. Consumers who are satisfied with service quality tend to repurchase the product and reuse the product when the same need reappears in the future. This study aims to determine the analysis of service quality at the bolly department store tente. This research uses a quantitative approach with a survey method, while this type of research includes descriptive research. The population in this study were consumers who had used j&t services, the number of samples taken in this study were 96 respondents. The research instrument used a questionnaire with a Likert scale. The data analysis used was validity test, reliability test, statistical analysis test (One-Sample Statistics, One-Sample Test). To test the effect between variables using SPSS (Statistical Service Product Solutions) version 23.00. Based on the results of the one-sample t-test at the bolly department store tente, it is said to be good because it meets the criteria of 50%, which means that the quality of service at the bolly department store tente is in accordance with the wishes of consumers.


Keywords


Service Quality,

Full Text:

PDF

References


Ahmadi, H. (2013). Analisis Pengaruh Harga dan Kualitas Layanan terhadap Minat Beli Ulang gas Elpiji 3 Kg dalam Meningkatkan Citra perusahaan (Studi kasus: pada PT Hero gas Jaya Ponorogo. Ekomaks, 2(1), 77–89.

Alma, B. (2016). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta. Andoko, J., & Devina, P. (2015). Analisis Pengaruh Marketing Mix (Produk, Harga, Promosi, Lokasi) Terhadap Minat Beli Konsumen Pada Guest House Di Surabaya. Jurnal Hospitality Dan Manajemen Jasa, 3(2), 55–69.

Anwar, S. (2011).Metodologi Penelitian Bisnis. Jakarta: Salemba Empat.

A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 1237

Fandy, Tjiptono. 2016. Service, Quality & satisfaction. Yogyakarta. Andi. 2014. Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi.

Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit Universitas Diponegoro.

Kotler, Philip. 2001, Marketing Manajement, New York: Mc Graw Hill.

Lupiyoadi (2001) Manajemen Pemasaran Jasa Teori dan Praktek, Salemba Empat, Jakarta.

Nazir, M. (2011).Metode Penelitian. Jakarta: Ghalia Indonesia

Muslima & Ernawati sri, 2020. Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Pada Percetakan Pena Karya Kota Bima. Jurnal Penelitian Ekonomi dan Akuntansi (JPENSI). Volume 5 No.2, Hal 129- 135

Sugiyono. (2015).Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D. Bandung: Alfabet

Yazid, 1999. Pemasaran Jasa : Konsep dan Implementasi, Ekonesia. Yogyakarta.




DOI: https://doi.org/10.47532/jis.v4i2.275

Refbacks

  • There are currently no refbacks.


Jurnal Ilmiah Satyagraha Indexed By :

Jurnal Ilmiah Satyagraha site and its metadata are licensed under CC BY-SA

View My Stats