ANALISIS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN FACIAL GOLD DI CITRA NILLA AESTHETICA SALON DAN SPA JOMBANG - SUSANTRIE QURNIA PUTRI, NIELLA (Jurnal Tata Rias, 2016)
Abstrak Salon merupakan tempat khusus untuk merawat kecantikan wanita dan untuk mempercantik diri dalam waktu yang relatif cepat. Citra Nilla Aesthetica Salon dan Spa Jombang adalah salah satu salon yang bergerak di bidang jasa dengan usaha  berupa perawatan wajah, perawatan rambut, perawatan tubuh (spa) dan tata rias (make-up). Salah satu dari perawatan wajah yang disediakan yaitu facial gold. Penelitian ini bertujuan untuk mengetahui pelayanan jasa terhadap kepuasan pelanggan facial gold di Citra Nilla Aesthetica Salon dan Spa di Jombang. Penelitian ini bersifat deskriptif  kuantitatif dengan subjek penelitian sebanyak 35 orang yang merupakan pelanggan Citra Nilla Aesthetica Salon. Hasil penelitian menunjukkan 66,94% pelanggan menilai baik bukti fisik, 57,14% pelanggan menilai sangat baik pada keandalan, 77,14% pelanggan menilai baik pada jaminan, 75% pelanggan menilai baik pada empati, dan 65,71% pelanggan menilai baik pada daya tanggap. Sedangkan 50,28% pelanggan menilai sangat baik dalam hal kepuasan secara keseluruhan terhadap jasa facial gold di Citra Nilla Aesthetica Salon dan Spa Jombang. Kata Kunci: facial gold, Citra Nilla Aesthetica Salon dan Spa Jombang, bukti fisik, keandalan, jaminan, empati, daya tanggap, kepuasan pelanggan.   Abstract Salon is a special place for women to take care her beauty and to beautify themselves quickly. Citra Nilla Aesthetica Salon and Spa Jombang is one of the specialized salon in the business services such as facial care, hair care, body care (spa) and makeup. One of the main facial treatment is facial gold. The aim of this research is to determine customer satisfaction  of Citra Nilla gold facial Aesthetica Salon and Spa in Jombang. This research is a quantitative descriptive research with subject of the study were 35 customers Citra Nilla Aesthetica Salon and Spa Jombang. Customer satisfaction in Citra Nilla gold facial Aesthetica Salon and Spa Jombang influenced by physical evidence, reliability, insurance, empathy, and responsiveness. Data collection methods used in this study were interviews that uses guided free interview and questionnaire sheets or questionnaires given to customers. The results showed 66.94% of customers gave good rate for  physical evidence, 57.14% of customers gave excellent rate for reliability, 77.14% of customers gave good rate forinsurance, 75% of customers gave good rate for empathy, and 65.71% of customers gave good rate for  responsiveness. While 50.28% of customers gave excellent rate forterms of overall satisfaction for the services in Citra Nilla gold facial Aesthetica Salon and Spa Jombang. Keywords: facial gold, Citra Nilla Aesthetica Salon dan Spa Jombang, physic evidence, reliability, insurance, empathy, responsiveness, customer satisfaction.