Analisis Kualitas Pelayanan Pada Alfamart Kawasan Sukajadi Kota Pekanbaru

Hastuti, Pelpi (2019) Analisis Kualitas Pelayanan Pada Alfamart Kawasan Sukajadi Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The definition of service quality basically focuses on efforts to fulfill the needs and desires of customers and the accuracy of delivery to offset the expectations of customers. By creating quality in accordance with what customers prepare, companies have a great opportunity to create excellence (Service Excellence). The problem that arises is that employees are not skilled in helping consumers find the goods / products needed and employees are less concerned about the presence of consumers and Occasionally the service at the cashier is too long, causing long queues and lack of officers so that customers need information first. This study aims to determine the Quality of Service at Alfamart Sukajadi Region, Pekanbaru City. The service quality indicators used are responsiveness, reliability, assurance, empathy, physical evidence. The type of research I use here is a descriptive type of research that prioritizes questionnaires as a means of collecting data and collected data and then becomes the main raw material for analyzing empirical conditions of the object of research objectives at the research location and the research method used is quantitative. The types and data collection techniques used by researchers consist of primary data collected using questionnaires and interviews as well as secondary data data that has been prepared. While the data analysis technique used is using descriptive analysis techniques. Based on this analysis technique the researcher assessed and concluded that Service Quality at Alfamart Sukajadi Region in Pekanbaru City was in the category of Satisfaction Fair. His advice is to improve the quality of the service again because the quality of the service is very influential on customer satisfaction.

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