Analisa Kepuasan Pelanggan Terhadap Pelayanan di Toko XX di Gunungsitoli

Zebua, Yesni Anggraini

Jurnal Ilmu Ekonomi, Pendidikan dan Teknik (IDENTIK)
Vol. 1 No. 1 (2024): IDENTIK - Juli

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