TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN WAROENG SPESIAL SAMBAL “SS” KOTA YOGYAKARTA

Abstract

Tujuan dari penelitian ini untuk mengetahui: (1) tingkat kepuasan konsumen berdasarkan sarana
fisik (tangible), (2) keandalan (reliability), (3) cepat tanggap (responsiveness), (4) jaminan (assurance),
(5) simpati (empathy) di Waroeng Spesial Sambal “SS” kota Yogyakarta. Penelitian ini merupakan
penelitian deskriptif kuantitatif. Penelitian ini dilaksanakan di Waroeng Spesial Sambal “SS” Kota
Yogyakarta. Waktu penelitian dimulai pada bulan Desember 2016 sampai Juli 2017. Populasi penelitian
adalah semua konsumen Waroeng Spesial Sambal “SS” Kota Yogyakarta dengan jumlah populasi 1080.
Sampel dihitung menggunakan rumus Slovin tingkat kepercayaan 10%, dengan jumlah sampel 100.
Penentuan sampel menggunakan teknik insidental sampling. Metode pengumpulan data menggunakan
angket. Uji Validasi menggunakan validitas konstrak dan validitas isi dengan rumus korelasi Product
Moment. Hasil validasi dan Reabilitas dinyatakan reliabel (Alpha Cronbach Harapan 0.984 dan Alpha
Cronbach Kenyataan 0.956) Analisis data dilakukan dengan analisis deskriptif program SPSS v.16.

 

Kata kunci: Kepuasan Konsumen dan Pelayanan Waroeng Spesial Sambal “SS” Kota Yogyakarta

This research is aimed to find out: (1) consumers satisfaction level based on the tangible, (2)
reliability, (3) responsivness, (4) assurance, (5) empathy of Waroeng Spesial Sambal “SS”, Yogyakarta.
The type of this research is desciptive quantitative research. This research is conducted at Waroeng
Spesial Sambal “SS” Yogyakarta. The research was caried out on december 2016 until july 2017. The
population of this research is all consumers of Waroeng Spesial Sambal “SS” Yogyakarta which consist
of 1080 consumers. The sample was counted by using Slovin formula with 10 % of credibility. The
number of sample In this research is 100 consumer which were selected by using insidental sampling
technique. In this research, the researcher uses questionnaire to collect the data. Validation test uses
validity constract and validity content which correlation Product Moment formula. The result of
validation and reliability is reliable ( Alpha Cronbach Harapan 0.984 and Alpha Cronbach Kenyataan
0.956). The researcher uses descriptive analysis in SPSS v.16 program.  

 
Keywords: consumers satisfaction and service of Waroeng Spesial Sambal “SS” Yogyakarta