Analisis Kepuasan Konsumen Berdasarkan Kualitas Pelayanan Pada Toko Olivia Collection

Aldi Indra Gunawan, Osa Omar Sharif

Abstract

Abstrak Penelitian ini dilakukan di Toko Olivia Collection yang merupakan sebuah konfeksi sekaligus menjadi toko konvensional yang berlokasi di Plumpang Semper, Jakarta. Penelitian ini bertujuan untuk menganalisa kepuasan konsumen Toko Olivia Collection berdasarkan kualitas pelayanan. Data didapat dari 402 responden yang mengisi kuesioner setelah berbelanja di Toko Olivia Collection. Data yang sudah berhasil terkumpul kemudian diolah dengan menggunakan Customer Satisfaction Index (CSI) dan Importance-Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa 85,86% pelanggan puas dengan pelayanan di Toko Olivia Collection. Kata Kunci : Kualitas Pelayanan, Indeks Kepuasan Pelanggan, Analisis Kepentingan-Kinerja Abstract The research was conducted at Olivia Collection Store which is a confection as well as a conventional store located in Plumpang Semper, Jakarta. This study aims to analyze customer satisfaction Olivia Collection Store based on service quality. Data obtained from 402 respondents who fill out the questionnaire after shopping at Olivia Collection Store. Data that has been collected and then processed by using Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA). The results show that 85.86% of customers are satisfied with the service in Olivia Collection Store. Keywords : Service Quality, Customer Satisfaction Index, Importance-Performance Analysis

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