Analisis Kualitas Pelayanan Pada Minimarket Berkah Di Air Molek, Kabupaten Indragiri Hulu

Darwati, Yuli (2018) Analisis Kualitas Pelayanan Pada Minimarket Berkah Di Air Molek, Kabupaten Indragiri Hulu. Other thesis, Universitas Islam Riau.

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Abstract

Minimarket Berkah in Air Molek, Indragiri Hulu Regency is a retail company engaged in the sale of products used by consumers in everyday life. The role of good service quality is very important and very influential to attract consumers.The purpose of the research is to know the quality of service on the minimarket Berkah in Air Molek, Indragiri Hulu Regency. This research uses Parasuraman, Zeithaml and Berry (1985) theory in Tjiptono 2016; 137,while for sampling technique using incidental sampling technique. The type of research is descriptive quantitative research, is research that emphasizes the analysis of numerical data (numbers) are processed with statistical methods, so that can be obtained the assessment of each variable.Data collection method is done by way of: questionnaire, interview, observation, and documentation. The operational variables of this research are Reability, Power Response, Guarantee, Empathy and physical evidence.The results of the research for Reability assessment is less satisfactory, Power Response is less satisfactory, Guarantee is satisfactory, Empathy is less satisfactory and assessment of physical evidence is quite satisfactory. The conclusion of the research shows that the quality of service at minimarket Berkah in Air Molek, Indragiri Hulu Regency is in the category of Quite Satisfactory.

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