PENILAIAN KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) (STUDI KASUS PADA “WAROENG X“ CAB. SOEKARNO HATTA-MALANG)
ABSTRACT: “Waroeng X” is one
of restaurants in Malang that provide steaks and drinks that not only give
product’s quality and quantity, but also give a good service in order to get
constumers. The purpose of this research is to define the level of consumer’s
satisfaction toward service quality by servqual method approach and to know the
major priority attributes “Waroeng X” Soekarno Hatta-Malang branch. The results
showed that all of dimensions had a negative satisfaction value, including
un-satisfaction categories. Satisfaction value of each dimensions were,
reliability of -0,136; responsiveness of -0,117; assurance of -0,173; empathy
of -0,096; and tangibles evidence of -0,078. The major priority attributes in
service quality improvements were: service time, product’s and serve’s quality,
price, empathy to the consumer’s
complaints, pleasant and clean room, and the availability of additional
facilities such as toilet, and parking area.
Keywords: consumer’s
satisfaction, service quality, Servqual method
Penulis: Siti Asmaul
Mustaniroh, Endah Rahayu Lestari, Eko Natalia Sari
Kode Jurnal: jppertaniandd100024
