Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Vol. 14 No. 01 (2025): SNRT XIV TAHUN 2025

Analisis Kepuasan Konsumen terhadap Pelayanan Bioskop XXI Menggunakan Teori Servqual

Irfan Rusydi Triyanto (Unknown)
Iis Mariam (Unknown)
Endah Wartiningsih (Unknown)
Dinda Aulia Putri (Unknown)
Khansa Audrina Putri Wihardo (Unknown)
Niti Suryaningtyas (Unknown)
Ridani Alya Wiradhika (Unknown)

Article Info

Publish Date
03 Oct 2025

Abstract

This study aims to measure customer satisfaction with the service offered at XXI Cinema. This study uses a descriptive quantitative method with data collected through an online questionnaire based on the SERVQUAL dimensions. The sample consisted of 130 respondents who had visited XXI in the past three months. The results show that customer satisfaction scores are categorized as 'satisfied'. The Tangibles dimension received the highest score, while Empathy received the lowest score. These results highlight strengths in physical facilities and empathy, and suggest improvements in staff competence and communication.

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Journal Info
Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Website

Abbrev

snrtb

Publisher

Politeknik Negeri Jakarta

Subject

Description

Seminar Nasional Riset Terapan Administrasi Bisnis dan MICE merupakan konferensi yang berskala nasional yang diadakan setiap tahunnya oleh Jurusan Administrasi Niaga Politeknik Negeri Jakarta. Konferensi ini bertujuan untuk menjadi ajang pertemuan ilmiah para peneliti, akademisi, dan praktisi dari ...