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All Journal Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis
Wardhani, Untari Okta Eka
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Other

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ANALISIS KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA CV TRESMO LAUNDRY BANJARMASIN Suarniki, Ni Nyoman; sylvia, rika; Setiawati, Dewi; Wardhani, Untari Okta Eka
Dinamika Ekonomi: Jurnal Ekonomi dan Bisnis Vol 18 No 2 (2025): DINAMIKA EKONOMI Jurnal Ekonomi dan Bisnis Vol.18 No.2 September 2025
Publisher : Sekolah Tinggi Ilmu Ekonomi Nasional (STIENAS) Banjarmasin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53651/jdeb.v18i2.592

Abstract

This study aims to evaluate service quality in improving customer satisfaction at CV Tresmo Laundry Banjarmasin. The method used was descriptive qualitative, with data collected through questionnaires distributed to 100 respondents using a purposive sampling technique. The analysis was conducted based on the SERVQUAL model, which encompasses five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results showed that each service quality dimension received a fairly good average score (3.57–3.66), while the customer satisfaction indicator also fell within the fairly satisfactory category (3.54–3.68). These findings the close relationship between service quality and customer satisfaction, improving reliability, responsiveness, and empathy has the potential to strengthen customer loyalty. Service quality management so that CV Tresmo Laundry can maintain customer satisfaction and strengthen its competitiveness in the competitive laundry industry.
Co-Authors Dewi Setiawati Ni Nyoman Suarniki Sylvia, Rika