RELIABILITY, RESPONSIVENESS, DAN EMPHATY TERHADAP KEPUASAN KONSUMEN MALL PELAYANAN PUBLIK DI KABUPATEN SUMENEP

  • Nur Qoudri Wijaya Universitas Wiraraja, Indonesia
  • Ahmad Ghufrony Universitas Wiraraja, Indonesia
  • Raudatunnisah - Universitas Wiraraja, Indonesia
Keywords: service quality, Reliability, Responsiveness and Emphaty, on customer satisfaction

Abstract

The problem examined in this thesis is that there are problems that need to be repaired and improved such as the building used does not cover the number of  companies in it so that on certain days many consumers still lack seats in the waiting room, as for another thing, the parking spae provided is not very wide so disturbing the public facilities in the parking area of the town square of Sumenep. Therefore, to find out more about the service quality of public service Malls in Sumenep district, the researchers conducted research with the title of service quality (Reliability (X1), Responsiveness (X2), and Emphaty (X3) ) on consumer satisfaction in Public Service Mall in Sumenep Regency. In answering these problems, researches used purposive sampling method, namely the method of determining the sample with certain considerations. The results of the researcher show that the variables of Reliability (X1), Responsiveness (X2), and Emphaty (X3) have a significant effect on customer satisfaction in order to improve the quality of service and the comfort of the community while at the Public service Mall in Sumenep Regency.

References

Apriyani, D. A., & Sunarti, S. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Pada Konsumen the Little a Coffee Shop Sidoarjo). Jurnal Administrasi Bisnis, 51(2), 1-7.
Kotler, Philip & Keller, Kevin Lane. 2009. Manajemen Pemasaran. Jilid 1, Edisi Ketiga Belas. Erlangga.
Kotler, Philip & Keller, Kevin Lane. 2009. Manajemen Pemasaran. Jilid 2, Edisi Ketiga Belas. Erlangga.
Rahman, A., Yuniarti, P., & Aprilia, D. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT SETYA KULINER MANDIRI JAGAKARSA JAKARTA SELATAN. JITK (Jurnal Ilmu Pengetahuan Dan Teknologi Komputer), 5(2), 191-196.
Rizqy, R. R., Warso, & Fathoni, A. (2016). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Konsumen PT. Graha Service Indonesia Cabang Semarang). Journal of Management, 2(2).
Sugiono. 2018. Metode Penelitian. Bandung: Alfabeta.
Tjiptono, Fandy. 2015. Strategi Pemasaran. Yogyakarta: Andi.
Utomo, S. B., & Riswanto, I. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bengkel Ahass Gumilang Motor Rajagaluh Kabupaten Majalengka. Syntax, 1(6).
Winardi, Sirajuddin, dan Sukriono, Didik. 2012. Hukum Pelayanan Publik. Malang: Setara Press (Kelompok Intrans Publishing).
Yulianto, H., & Yahya, S. D. (2018, October). Pengaruh Dimensi Kualitas Layanan Publik Terhadap Kepuasan Masyarakat Pengguna Trans Mamminasata. In Prosiding Seminar Nasional: Manajemen, Akuntansi, dan Perbankan (Vol. 1, No. 1, pp. 1234-1251).
Published
2021-10-18
Abstract viewed = 0 times
PDF downloaded = 0 times