Persepsi Konsumen Terhadap Dimensi Kualitas Jasa Pada Ocean Car Wash Di Surakarta
Penulis Utama
:
Akhsan Ahimsa
NIM / NIP
:
F3211003
×This study entitled "Consumer Perceptions of the Dimensions of Service Quality at Ocean Car Wash in Surakarta". This study aims to determine consumer perceptions of service quality dimension, amounting to 5 dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. Methods of data collection in this study is a questionnaire with descriptive data analysis method. The population in this study are all service users in Ocean Car Wash. The sample of 100 people representing 100 Ocean Car Wash service users. The results will be presented in the table contains the frequency and percentage.
From the research that has been done, it can be found that the quality of service in Ocean Car Wash has been generally good. In the tangible dimension, there are 58.75% agreed answers to the question posed in this dimension, although there are some disagree answers appearing as much as 1.25%. On the reliability dimension, answers 66% of the agreed amount to 5 answer choices are provided and there are no negative answers appearing. On the dimension of responsiveness, it found 60.25% of the respondents agree, although the answers are huge numbers compared to the other answers, there is a 1% response disagree. On the assurance dimension, found 62.5% agreed answer and no minor answer. On the dimension of empathy, the number amounted to 53.25% agreed answer, just a little at odds with the answers that appear neutral as much as 39.25%. Ocean Car Wash parties should still evaluate the existing shortcomings, especially in the physical appearance of business supporter, service time assurance, response to complaints, and attention to customers, and continues to maintain a good performance that has been demonstrated so far.
×
Penulis Utama
:
Akhsan Ahimsa
Penulis Tambahan
:
-
NIM / NIP
:
F3211003
Tahun
:
2014
Judul
:
Persepsi Konsumen Terhadap Dimensi Kualitas Jasa Pada Ocean Car Wash Di Surakarta
