TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN DI CALZONE EKSPRESS CABANG KLITREN YOGYAKARTA

Abstract

ABSTRAK
Penelitian bertujuan untuk mengetahui tingkat kepuasan konsumen terhadap pelayanan di
Calzone Ekspress Cabang Klitren Yogyakarta meliputi lima dimensi pelayanan, yaitu (1)tangible, (2)reliability, (3)assurance, (4)emphaty, dan (5)responsiveness. Jenis penelitian
adalah survei. Populasi penelitian adalah semua pengunjung di Calzone Ekspress Cabang
Klitren sebanyak 90 orang per hari. Ukuran sampel ditentukan menggunakan tabel Issac dan
Michael dengan taraf signifikan 5%, yaitu 72 orang. Teknik pengambilan sampel yang
digunakan adalah accidental sampling. Pengambilan data dilakukan pada bulan Mei-Juli
2016. Analisis data dilakukan dengan analisis deskriptif. Hasil penelitian: tingkat kepuasan
konsumen terhadap pelayanan dalam dimensi (1)tangibles adalah belum puas, 92.57%, (2)reliability
adalah belum puas, 93.07%, (3)emphaty adalah belum puas, 92.47%, (4)assurance adalah belum
puas, 92.96%, dan (5)responsiveness adalah belum puas, 92.55%. Kepuasan konsumen terhadap
pelayanan di Calzone Ekspress Cabang Klitren Yogyakarta dapat disimpulkan masuk dalam kategori
belum puas dengan rata-rata nilai tingkat kesesuaian mencapai 92.72%.
Kata kunci: Kepuasan Konsumen, Pelayanan, Calzone Ekspress.
THE LEVEL OF CONSUMER’S SATISFACTION ON SERVICE QUALITY AT
CALZONE EKSPRESS KLITREN BRANCH, YOGYAKARTA
ABSTRACT
The research aims to find out the level of consumer satisfaction towards the services in
Klitren branch of Calzone Ekspress Yogyakarta covering five dimensions of service, (1)tangible, (2) reliability, (3)assurance (4) emphaty, and (5) responsiveness. This type of
research is a survey. The population of the research was all the visitors in the Klitren branch
of Calzone Ekspress Yogyakarta as many as 90 people per day. The sample size was
determined using table Issac and Michael with a significant level of 5%, i.e. 72 people.
Sampling technique used was accidental sampling. Data retrieval is performed in May-July
2016. Data analysis was done with a descriptive analysis. Research results: the level of
consumer satisfaction against the Ministry in dimension (1) the tangibles are not satisfied,
92.57%, (2) reliability is not satisfied, 93.07%, (3) are not satisfied, emphaty 88.94%, (4)assurance is not satisfied, 90.01%, and (5) responsiveness is not satisfied, 93.75%. Consumer
satisfaction towards the services in Klitren branch of Calzone Ekspress Yogyakarta can be
summed up in a category entry is not yet satisfied with the average level of conformity
reached 92.72%.
Keywords: Customer satisfaction, Service, Calzone Ekspress