PENERAPAN STANDARD OPERATIONAL PROCEDURE (SOP) DAN LAYANAN PRIMA PERAWATAN TUBUH DENGAN LULUR TRADISIONAL TERHADAP KEPUASAN KONSUMEN DI HOUSE OF ANNISA SALON MUSLIMAH TUBAN

Abstract

Abstrak: Penerapan SOP perusahaan dapat memastikan suatu aktivitas bisnis bisa berjalan sesuai dengan standar yang diharapkan. Untuk memenuhi kebutuhan pelanggan diperlukan layanan prima sehingga kepuasan konsumen dapat tercapai. Penelitian ini bertujuan untuk mengetahui penerapan Standard Operational Procedure (SOP), layanan prima dan kepuasan konsumen perawatan tubuh lulur tradisional di House Of Annisa salon muslimah. Penelitian ini merupakan penelitian deskriptif yang dilakukan melalui pengumpulan data dilapangan yang di dapat dari penyebaran kuesioner pada para responden. Jumlah sampel penelitian ini sebanyak 20 orang, pengambilan sampel ini menggunakan metode purposif sampling. Instrumen penelitian terdiri dari lembar angket atau kuesioner, lembar observasi dan pedoman dokumentasi. Metode analisis yang digunakan dalam penelitian ini adalah analisis deskriptif persentase. Hasil penelitian menunjukan bahwa penerapan Standard Operational Procedure (SOP) sebanyak 91,36% sesuai dan 8,64% tidak sesuai dengan SOP di House Of Annisa. Layanan prima perawatan lulur tradisional yang terdiri dari sikap, perhatian, tindakan, kemampuan, penampilan dan tanggung jawab dengan respon sebanyak 51,04% baik sekali, 46,16% cukup baik, dan 2,8% kurang baik. Kepuasan pelanggan terhadap perawatan lulur tradisional yang terdiri dari kualitas produk, kualitas pelayanan, emosional, harga dan biaya dengan respon sebanyak 54,16% baik sekali, 40,5% cukup baik dan 5,34% kurang baik.

Kata kunci: SOP, layanan prima, kepuasan pelanggan, House Of Annisa.

Abstract: Implementation of SOP company can ensure a business activity can be run in accordance with the standards expected. Required to meet customer service excellence so that customer satisfaction can be achieved. The aim of this research is to find out the application of Standard Operational Procedure (SOP), customer care and satisfaction of traditional massage body care in House Of Annisa Muslim woman drawing room.  This research is a descriptive study conducted through the collection of field data obtained from questionnaires to the respondents. The number of samples of this study of 20 people, this sample using purposive sampling method. The research instrument consisted of a questionnaire or a questionnaire sheet, observation sheets and documentation guidelines. The method of analysis used in this study is a descriptive analysis of the percentage. This percentage descriptive processed by frequency divided by the number of respondents multiplied by 100 percent. The results showed that the application of the Standard Operational Procedure (SOP) as much as 91.36% and 8.64% are not appropriate in accordance with the SOP on House Of Annisa. Excellent service traditional herbal treatments consisting of attitudes, concerns, actions, capabilities, appearance and responsibility as much as 51.04% with good response at all, 46.16% is good enough, and a 2.8% unfavorable. Customer satisfaction with traditional herbal treatments consisting of product quality, service quality, emotional, response rates and costs by as much as 54.16% excellent, 40.5% and 5.34% is good enough is not good.

Key words: SOP, customer care, customer satisfaction, House Of Annisa.