Analisis Kualitas Pelayanan Pada Penerbit Dan Toko Buku Zanafa Metropolitan City (MTC) Pekanbaru

Saputra, Ery Efryanto (2022) Analisis Kualitas Pelayanan Pada Penerbit Dan Toko Buku Zanafa Metropolitan City (MTC) Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research was conducted to find out and analyze the Quality of Service at Zanafa Publisher and Bookstore Business in Pekanbaru city. This research is conducted with observations, interviews with business owners, questionnaire to consumers and documentation. This research used 5 indicators: Tangibles, Reliability, Responsiveness, Assurance, and Emphaty. The methods used by the authors fall into quantitative and qualitative research types using descriptive survey methods. The benefits of this research are as a source of information both academically, theoretically, and practically as an evaluation material for Publisher and Bookstore Zanafa Pekanbaru. The results showed that of the 42 respondents with different levels of education and gender, showed that the quality of service at The Publisher and Bookstore Zanafa Metropolitan City (MTC) Pekanbaru was quite good. Although not yet maximal, it is expected that Publisher and Bookstore Zanafa Pekanbaru is able to improve the quality of service, supporting facilities and more active in carrying out activities that can increase the interest of buyers to shop at the Zanafa Pekanbaru Bookstore.

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