KUALITAS PELAYANAN (RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPHATY, TANGIBLES) DI LEGEND PREMIUM COFFEE YOGYAKARTA

Abstract

Penelitian bertujuan untuk mengetahui kualitas pelayanan di Legend Premium Coffee Yogyakarta.
Penelitian merupakan penelitian deskriptif. Penelitian dilakukan pada Oktober 2015 – Mei 2016 di
Legend Premium Coffee Yogyakarta. Populasi adalah pengunjung yang mencapai 500 orang. Sampel
diambil menggunakan teknik insidental sampling. Sampel ditetapkan ukuran sampelnya dengan
presisi yang ditetapkan sebesar 10% dengan tingkat kepercayaan 95%, sehingga sampel penelitian
adalah 85 pengunjung. Metode pengumpulan data menggunakan angket. Uji validitas instrumen
menggunakan expert judgement dan produck moment. Uji reliabilitas instrumen menggunakan alpha
cronbach. Analisis data menggunakan analisis deskriptif. Hasil penelitian menunjukkan kualitas
pelayanan di Legend Premium Coffee pada kategori baik 66% dan cukup 34%, pada indikator kualitas
pelayanan kehandalan memiliki kategori baik 62,3% dan cukup 37,7%, ketanggapan memiliki kategori
baik 34% dan cukup 66%, jaminan memiliki kategori baik 43,5% dan cukup 56,%, perhatian memiliki
kategori baik 55,4% dan cukup 44,5%, bukti fisik memiliki kategori baik 70,5% dan cukup 29,5%.

Kata kunci: Kualitas Pelayanan, Legend Premium Coffee

ABSTRAK

The research is aims to know of service quality at Legend Premium Coffee Yogyakarta. The
research is descriptive research. The research is conducted in October 2015 - May 2016 at Legend
Premium Coffee Yogyakarta. The visitors population reach 500 people. The sample of this research is
taken by insidental sampling technique. The sample is determined with precision of the sample size at
10% with a confidence level of 95%, so that the research sample is 85 visitors. The methods to collect
data use quisionaire. The validity test use expert judgment and product moment. The realibility
instrument use alpha quisionaire. The data was analized by descriptive analysis. The result indicates
the service quality at Legend Premium Coffee are in good category 66% and fairly category 34%, the
reliability of service quality indicators have either category 62.3% and fairly 37.7% enough,
responsiveness has good category 34% and fairly 66%, assurance has good category 43.5% and fairly
56% emphaty had good category 55.4% and 44.5% fairly, tangibles has good category 70.5% and
29.5% fairly.

Keywords: Service Quality, Legend Premium Coffee