Pengaruh Kualitas Jasa Terhadap Kepuasan Konsumen Dr Laundry Kota Jambi

Arya Bagas Kara Afandy, 1700861201079 (2023) Pengaruh Kualitas Jasa Terhadap Kepuasan Konsumen Dr Laundry Kota Jambi. skripsi thesis, Universitas BATANGHARI Jambi.

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Abstract

ABSTRACT The purpose of this study is to determine the quality of service and customer satisfaction at DR Laundry Jambi City and and to find out the quality of service to customer satisfaction DR Laundry Jambi City This research includes the type of correlational research, using the research methods used is the survey method. The data retrieval technique with poll, the score obtained from the poll is then analyzed with a descriptive analysis that is poured in the form of percentages. Quantitative research is a study that works with numbers, whose data is tangible number (score or value, rank or frequency) analyzed using statistics to answer questions or hypotheses Research that is specific in nature and to make predictions that certain three affects other variables. DR Laundry which is located at Jl. KS. Tubun No. 22 Simpang IV Sipin, Telanai Pura Jambi City was established in 2021 which originated from the owner's interest in the world of entrepreneurship. This location can be anywhere 1.5km from the existing DR Laundry because market penetration can be done by distributing brochures and installing banners in strategic places. Service quality has a fairly close relationship with customer satisfaction, which is 38.1%. Taking into account the variation in R Square value of 0.117, it means that the percentage of contribution of price, service quality and promotion variables on consumer satisfaction is 11.7% while the remaining 88.3% is influenced by other variables that are not included in this model. The quality of service at DR Laundry Jambi City is in good condition, this can be seen from the respondents' responses. The average index of 3.77 means that according to respondents the quality of service at Dr. Laundry is good. The highest index was 4.11 which respondents thought was good related to the second statement, the lowest index was 3.37 which respondents thought was good related to the fourth statement. The effect of service quality on customer satisfaction tested using analytical tools can be concluded that the quality of products and services has an influence of 11.7% while the remaining 88.3% is influenced by other variables that are not included in this model.

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