Hubungan antara Kualitas Pelayanan dengan Kepuasan Konsumen pada Konsumen di Minimarket X Surabaya
DOI:
https://doi.org/10.26740/cjpp.v13n01.p171-188Keywords:
Kualitas pelayanan, kepuasan konsumen, konsumenAbstract
Berdasarkan proses observasi dan wawancara diketahui konsumen Minimarket X mengungkapkan rasa tidak puas terhadap kasir pembayaran karena tersedia hanya satu, rak-rak terkadang masih terlihat kosong dan jarak rak yang terlalu dekat sehingga lalu lalang pengunjung agak sesak saat ramai, dan penempatan pricetag yang tidak sesuai dengan produk. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan dengan kepuasan konsumen Minimarket X di Surabaya. Metode penelitian ini adalah kuantitatif korelasional dengan teknik purposive sampling yang melibatkan 90 konsumen. Hasil analisis data korelasi Pearson Product Moment diketahui p (0,000) < 0,05 dan nilai koefisien korelasi sebesar 0,437 dengan arah hubungan positif. Artinya, hipotesis dalam penelitian ini diterima, yakni terdapat hubungan kualitas pelayanan dengan kepuasan konsumen pada unit usaha Minimarket X di Surabaya. Tinggi atau rendahnya kualitas pelayanan berkaitan dengan tinggi atau rendahnya kepuasan pada konsumen. Implikasi hasil penelitian ini perusahaan dapat mempertimbangkan perencanaan program pelatihan terstruktur guna meningkatkan kualitas pelayanan karyawan sehingga kepuasan konsumen meningkat.
Abstract
Based on the observation and interview process, it is known that Minimarket X consumers expressed dissatisfaction with the payment cashier because there is only one available, the shelves sometimes still look empty and the distance between the shelves is too close so that the traffic is a bit crowded when visitors are busy, and the placement of price tags that do not match the product. This study aims to determine the relationship between service quality and consumer satisfaction at Minimarket X in Surabaya. This research method is quantitative correlational with purposive sampling technique involving 90 consumers. The results of the Pearson Product Moment correlation data analysis are known to be p (0.000) < 0.05 and a correlation coefficient value of 0.437 with a positive relationship direction. This means that the hypothesis in this study is accepted, namely there is a relationship between service quality and consumer satisfaction at Minimarket X business units in Surabaya. High or low service quality is related to high or low satisfaction in consumers. The implication of the results of this study is that companies can consider planning structured training programs to improve the quality of employee service so that consumer satisfaction increases.
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