TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN DI KLUB BUNGA BATU

  • Meilana Prabu Pratama Yudha Universitas Negeri Surabaya
  • Abdul Aziz Hakim Universitas Negeri Surabaya

Abstract

Abstract

Service quality is an important aspect in the service industry in shapingcustomersatisfaction who uses it. Success in competition will be fulfilled if the companycancreate and retaincustomers. Quality is a dynamic condition that affectsproducts, services, people, processes and the environment that meet or exceedexpectations. The researcherwishes to conduct research on the level of member satisfaction with the services provided to the Bunga Batu Club. What is the quality of service provided at the Bunga Batu Club, whether or not you are satisfied with the management services carried out by the Bunga Batu Club with descriptive qualitative research methods. The technique of collecting data is by giving a questionnaire to the Bunga Batu Club members. From the research results it can be explained that overall consumersatisfaction with service quality at Klub Bunga Batu based on Tangibles dimensions there are 14 members (70%) in the very good category, 6 members (30%) in the good category, 0 members (0%) in the category. enough and 0 members (0%) in the bad category, and 0 members (0%) in the very bad category. Thisshows that the Tangibles dimension is very good.

Keywords: Service Quality, Customer and Consumer Satisfaction.

Published
2021-10-05
Section
Articles
Abstract Views: 174
PDF Downloads: 225