KEPUASAN PELANGGAN TERHADAP PELAYANAN JASA BODY SPA DI SALSA BEAUTY SALON AND CENTRE SURABAYA - DIAH ANJARSARI, SEPTINA (Program Studi Pendidikan Tata Rias, 2014)
Abstrak Body spa adalah salah satu perawatan kecantikan yang biasanya dilakukan oleh kaum hawa, yang meliputi perawatan dari pangkal rambut hingga ujung kaki yang bertujuan untuk meregangkan otot-otot syaraf serta melancarkan peredaran darah seluruh tubuh. Kepuasan pelanggan merupakan tingkat perasaan dimana seseorang menyatakan hasil perbandingan atas kinerja product yang diterima. Tujuan penelitian ini adalah mendiskripsikan layanan jasa perawatan spa di Salsa Beauty Salon and Centre Surabaya dan mengetahui kepuasan pelanggan terhadap layanan jasa perawatan spa di Salsa Beauty Salon and Centre Surabaya. Jenis penelitian ini adalah deskriptif dengan teknik pengumpulan data wawancara dan angket. Teknik analisis data menggunakan analisis deskriptif kualitatif. Hasil penelitian ini menunjukkan bahwa (1). Layanan jasa perawatan tubuh Spa di Salsa Beauty Salon and Centre Surabaya baik dan layak dijadikan alternatif tujuan melakukan perawatan tubuh. Terdapat empat indikator layanan jasa, yaitu fasilitas perawatan tubuh mendapat 4,09 dinyatakan baik, nilai rata-rata komunikasi mendapat 4,45 dinyatakan baik, nilai rata-rata kehandalan mendapat 4,34 dinyatakan baik, nilai rata-rata daya tanggap mendapat 4,29 dinyatakan baik, (2). Kepuasan pelanggan 4,33 dinyatakan baik karena pelanggan merasa nyaman dan mendapat efek positif setelah melakukan Body Spa di Salsa Beauty Salon and Centre Surabaya. Kata kunci : Spa, Body spa, Jasa, Kepuasan Pelanggan, Perawatan Tubuh Abstract Body Spa is one of the beauty treatments that are usually done by women, which includes treatment from the base of hair to toe that aims muscles and nerves stretching and improving blood circulation in the entire body. Customer satisfaction is a state of feeling in which a person expressed the comparison results of a product performance received. The aim of this research is to describe the services of spa treatment at Salsa Beauty Salon and Centre Surabaya and to determine customer satisfaction of spa treatments service at Salsa Beauty Salon and Centre Surabaya. Type of this research is descriptive, The data gained through interviews and questionnaires. Data Analysis technique is qualitative descriptive analysis. The result of this research shows that (1). Spa body care services at Salsa Beauty Salon and Centre Surabaya is good and worthy to be an alternative destinations for body treatments. There are four service indicators, they are: body care facilities which is good with score 4.09, the average score of communication is 4.45 stated as better, the average value of reliability with score 4.34 stated as better, the average value of responsiveness is 4.29 stated as better, (2). The customer satisfaction score is 4.33 stated as better because customers feel comfortable and received a positive effect after doing body spa at Salsa Body Spa Centre Beauty Salon Surabaya. Key words: Spa, Body spa, Customer service, Body Care.