servqual method: analisis kualitas pelayanan beauty advisor sari ayu martha tilaar
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ID: 223527
2012
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Abstract
Penelitian ini bertujuan untuk menganalisa kualitas pelayanan beauty advisor Sari Ayu Martha Tilaar guna meningkatkan kualitas pelayanan pada konsumen. Pengambilan data menggunakan skala kualitas pelayanan yang disusun berdasarkan metode Servqual dari (Parasuraman, dkk., 1988) pada 72 orang konsumen Sari Ayu Martha Tilaar. Sampel diambil dengan menggunakan teknik insidental random sampling. Analisis data menggunakan pengukuran gap 5 dari metode Servqual. Hasil penelitian menemukan ada kesenjangan pelayanan (service gap) antara persepsi dan harapan konsumen sebesar -81.09 dimana nilai minus disini berarti, kinerja kerja beauty advisor Sari Ayu Martha Tilaar berada pada kategori rendah. Kesimpulannya, beauty advisor sebagai garda lini depan dalam pemasaran belum bekerja secara optimal.
| Reference Key |
widyastuti2012jurnalservqual
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|---|---|
| Authors | ;Ami Widyastuti |
| Journal | acta materialia turcica |
| Year | 2012 |
| DOI |
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| Keywords | Keywords not found |
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