TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN DI BOWLLING FRUIT BAR YOGYAKARTA

Abstract

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan konsumen terhadap: 1) Kualitas pelayanan berdasarkan tangibles 2) Kualitas pelayanan berdasarkan reliability 3) Kualitas pelayanan berdasarkan responsiveness 4) Kualitas pelayanan berdasarkan assurance 5) Kualitas pelayanan berdasarkan emphaty dan 6) Kualitas pelayanan berdasarkan tangibles, reliability, responsiveness, assurance dan emphaty. Metode penelitian yang digunakan yaitu deskriptif kuantitatif. Jumlah populasi sebanyak 514 responden. Penentuan sampel menggunakan teknik incidental sampling. Penghitungan sampel menggunakan tabel Isaac dan Michael dengan taraf signifikasi 5%. Jumlah sampel penelitian sebanyak 300 responden di Bowlling Fruit Bar Yogyakarta. Hasil penelitian menunjukan bahwa tingkat kepuasan konsumen terhadap: 1) Kualitas pelayanan berdasarkan tangibles masuk kategori belum puas 2) Kualitas pelayanan berdasarkan reliability masuk kategori belum puas 3) Kualitas pelayanan berdasarkan responsiveness masuk kategori belum puas 4) Kualitas pelayanan berdasarkan assurance masuk kategori belum puas 5) Kualitas pelayanan berdasarkan emphaty masuk kategori belum puas 6) Kualitas pelayanan berdasarkan tangibles, reliability, responsiveness, assurance dan emphaty masuk kategori belum puas.
Kata kunci: kepuasan konsumen, kualitas pelayanan, Bowlling Fruit Bar Yogyakarta

This study aims to determine the customer’s level of satisfaction toward: 1) The service quality based on tangibles 2) The service quality based on reliability 3) The service quality based on responsiveness 4) The service quality based on the assurance 5) The service quality based on empathy and 6) The service quality based on tangibles, reliability, responsiveness, assurance and empathy. The research method used is quantitative descriptive. Total population of 514 respondents. Respondents were determined using the incidental sampling technique. Calculation of the sample using tables Isaac and Michael with a significance level of 5%. The data was taken from 300 respondents in Bowlling Fruit Bar Yogyakarta.. The data finding’s showed that the customer’s level of satisfaction toward: 1) The service quality based on the tangibles considered as “not yet satisfied” category 2) The service quality based on the reliability considered as “not yet satisfied” category 3) The service quality based on the responsiveness considered as “not yet satisfied” category 4) The service quality based on the assurance considered as “not yet satisfied” category 5) The service quality based on the emphaty considered as “not yet satisfied” category 6) The service quality based on the tangibles, reliability, responsiveness, assurance and empathy considered as “not yet satisfied” category.
Keywords: Customer’s Satisfaction, Service Quality, Bowlling Fruit Bar Yogyakarta