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All Journal Jurnal Ilmu Ekonomi, Pendidikan dan Teknik (IDENTIK)
Zebua, Yesni Anggraini
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Religion Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Education Engineering

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Analisa Kepuasan Pelanggan Terhadap Pelayanan di Toko XX di Gunungsitoli Zebua, Yesni Anggraini
Jurnal Ilmu Ekonomi, Pendidikan dan Teknik Vol. 1 No. 1 (2024): IDENTIK - Juli
Publisher : CV. SINAR HOWUHOWU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70134/identik.v1i1.1

Abstract

Customer satisfaction is an important indicator in evaluating business success. Toko XX in Gunungsitoli has the responsibility to ensure that customers are satisfied with their services. This study uses a quantitative method with a survey approach and the SERVQUAL model to measure customer satisfaction. A sample of 385 respondents was randomly selected. The results of the study show that customers are generally satisfied, with 60% giving a rating of 4 (satisfied) and 20% giving a rating of 5 (very satisfied). The dimensions of reliability and responsiveness have a significant impact on customer satisfaction, while the dimensions of tangibles and empathy need improvement. These findings provide insights for Toko XX to improve service quality and customer satisfaction
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