ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulAnalisis Kualitas Pelayanan Dan Kepuasan Pelanggan Fashion Wanita Di IBL Shop Palu |
| Nama: LINDA SRI WAHYUNI |
| Tahun: 2024 |
| Abstrak Linda Sri Wahyuni ????C20020012, Analysis of service quality in increasing customer satisfaction in women’s fashion at IBL Shop PaluSupervised by Dr. Ira Nuriya Santi,(as supervisor I) and Wiri Wirastuti, (as supervisor II). This report was prepared based on direct research conducted at the IBL Shop Palu with the aim of knowing the quality of service and customer satisfaction at the IBL Shop Palu. The research method used in this research is descriptive analysis with quantitative methods. The population of this research is people who often shop at the IBL Shop Palu, with a sample size of 60 respondents. With a research instrument in the form of an online questionnaire. The measurement scale used in this research is a Likert scale. ?The research results show that the analysis applied to IBL Shop Palu is service quality and customer satisfaction. In this research, the service quality variable is divided into five parts, namely; physical evidence, reliability, responsiveness, assurance and empathy. And the reality that occurs in the field is that this analysis has been carried out quite well, but the existing shortcomings must be corrected and the advantages must be increased in order to achieve the company's goals. Keywords : service quality and customer satisfaction |