Usulan peningkatan kualitas pelayanan menggunakan model retail service quality

Shanti Kirana Anggraeni, Elsa Aulia Hayati

Abstract


Penelitian ini dilakukan untuk melihat kesesuaian antara tingkat kepentingan layanan yang diberikan terhadap tingkat kepuasan pelanggan. Tujuan dari dilakukannya penelitian ini adalah untuk mengetahui prioritas dimensi dan sub dimensi pelayanan yang harus mendapat perbaikan agar tujuan perusahaan dapat tercapai. Dimensi dan sub dimensi diadaptasi dari model Retail Service Quality dan metode pengukurannya adalah metode Gap Score Retail Service Quality. Berdasarkan hasil penelitian yang telah dilakukan, maka didapatkan kesimpulan bahwa prioritas dimensi yang harus mendapat perbaikan dimulai dari dimensi personal interaction (-0.806), problem solving (-0.633), physical aspect (-0.500), reliability (-0.470), serta dimensi policy (-0.238). Selanjutnya, dari 24 subdimensi, 5 besar prioritas sub dimensi yang harus diperbaiki adalah tersedia toilet yang bersih dan nyaman (-1.050), karyawan menunjukan rasa perhatian terhadap pelanggan (-0.975), karyawan melayani keluhan pelanggan dengan cepat (-0.925), karyawan memberikan respon yang cepat tanggap dalam melayani kebutuhan pelanggan (-0.900), dan pemberitahuan mengenai program promosi melalu social media (-0.850).


Keywords


service quality

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References


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DOI: http://dx.doi.org/10.36055/jiss.v7i1.12172

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