TA DIGITAL
Pengukuran Kepuasan Pelanggan (Studi Kasus Gaya Hidup Metro Seksual Pada Usaha Jasa Salon Dan Spa Cquita)
Every company always increases the ability in servicing fulfilling consumer’s needs. The service quality given by a company may satisfy or disappoint it is customers. Cquita Salon and Day Spa Salatiga is a service company. It continuously gives excellent service with high quality to customer.
The purpose of this study are to identify and analyze the quality of customer satisfaction that is related to service quality in Cquita Salon and Day Spa. The data were collected by observation, interview, questionnaire, and also library study. This final project used non-random sampling with accidental sampling method to analized the data.
This study measures index of customer satisfaction by company the work performance and the customer expectancy. After the service quality factors have been processed with SPSS program it is placed on Cartesius Diagram. This Diagram can be used to identify the factors which influenced customer’s satisfaction index.
This research concludes that the customers are very satisfied with the services. It could be shown from customer satisfaction percentage that the average was up to 100%. This result, the average of percentage customer satisfaction in service dimension are tangible 98,57%, reliability 102,79%, responsiveness 103,37%; assurance 103,06%, and empathy 103,18%.
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