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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Khansa Audrina Putri Wihardo
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Analisis Kepuasan Konsumen terhadap Pelayanan Bioskop XXI Menggunakan Teori Servqual Irfan Rusydi Triyanto; Iis Mariam; Endah Wartiningsih; Dinda Aulia Putri; Khansa Audrina Putri Wihardo; Niti Suryaningtyas; Ridani Alya Wiradhika
Seminar Nasional Riset Terapan Vol. 14 No. 01 (2025): SNRT XIV TAHUN 2025
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

This study aims to measure customer satisfaction with the service offered at XXI Cinema. This study uses a descriptive quantitative method with data collected through an online questionnaire based on the SERVQUAL dimensions. The sample consisted of 130 respondents who had visited XXI in the past three months. The results show that customer satisfaction scores are categorized as 'satisfied'. The Tangibles dimension received the highest score, while Empathy received the lowest score. These results highlight strengths in physical facilities and empathy, and suggest improvements in staff competence and communication.
Co-Authors Dinda Aulia Putri Endah Wartiningsih Iis Mariam Irfan Rusydi Triyanto Niti Suryaningtyas Ridani Alya Wiradhika