Analisis Service Quality (Kualitas Pelayanan) pada Kedai Mie 250 Gwalk Surabaya

HANSEL JETHRO LUKMAN

Abstract


The quality of services is essential that must be prioritized by every business owners in running their business. Not only sells products, but the company itself is expected to be able to provide reliable workers to support the implementation of service quality in hope to meet customer expectations. Fulfillment of customers expectations indicates that customer satisfaction has been achieved. Satisfied customers, of course, will provide their own benefits for the business. This study aims to determine the quality of service provided by Kedai Mie 250 Gwalk Surabaya.

The type of research is descriptive with a quantitative approach. The sampling technique used in this study is non-probability sampling with a purposive sampling technique. This study chooses samples by chance but must to meet certain requirements. In the end, a sample of 100 respondents was obtained.

The result showed that all dimensions of service quality raised in this study (tangible, reliability, responsiveness, assurance, and empathy) at Kedai Mie 250 Gwalk Surabaya were able to make customers feel satisfied. So it can be concluded that the service quality at Kedai Mie 250 Gwalk Surabaya is good.

Keywords


Service quality, Tangible, Reliability, Responsiveness, Assurance, Empathy

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