Open AccessTingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Minimarket
Author(s) -
Ety Sufiyanti,
A Jalaludin Sayuti,
Ayu Oka Windarti
Publication year - 2017
Publication title -
jurnal riset bisnis dan investasi/jurnal riset bisnis dan investasi
Language(s) - English
Resource type - Journals
eISSN - 2684-706X
pISSN - 2460-8211
DOI - 10.35313/jrbi.v3i1.545
Subject(s) - accidental sampling , dimension (graph theory) , mathematics , service quality , respondent , statistics , customer satisfaction , business administration , sample (material) , probability sampling , business , service (business) , marketing , combinatorics , population , physics , demography , sociology , political science , law , thermodynamics
This study determine the level of customer satisfaction towards service quality at Minimarket Mutiara Indah Palembang, with purpose to determine how percentage level of customer satisfaction, and also to determine what kind of service quality dimension which had dominant. Collected data had used quesioner with the respondent 60 people, and the technique of collected sample used Non Probability Sampling with Accidental Sampling method. Based on the result known that average percentage from every dimension were tangible dimension was 65,1 %, reability dimension was 74%, responsiveness dimension was 79,8 %, assurance dimension was 74,2 % and empathy dimension was 75,6%. So, dimension which has dominant at Minimarket Mutiara Indah Palembang was responsiveness dimension with 79,8% to the fast of employee to find product which customer want to bought.