ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PADA TOKO PLASTIK RIZKA DI TENGGARONG

Abstract

Customer satisfaction is an important thing in business place satisfaction because
if customers feel dissatisfied it will make consumers disloyal to that place of
business. The writing of this final assignment uses five dimensions which include
the dimensions of direct evidence (tangibility), reliability, responsiveness,
assurance and empathy to determine the level of consumer satisfaction with the
service at the Risca Plastic Shop. The problems that occur in this business place
are regarding customer satisfaction in the aspects of cleanliness and tidiness, the
location of the business place and employees in providing orders according to
consumer wishes. This can be seen from the interview results which show that there
are still respondents who feel quite satisfied. The author suggests that business
owners pay more attention to the cleanliness of their business premises by creating
a special warehouse to store supplies and making signboards to make it easier for
consumers to find their business premises. And create a policy to increase
employees so they don't ask questions when handling their work.
Keywords: Consumer Satisfaction, Service Quality and Buying Decision