CUSTOMER SATISFACTION ANALYSIS REVIEWED FROM THE PERSPECTIVE OF SERVICES IN TAILORING FUND GEDE TEMBILAHAN

ANALISIS KEPUASAN PELANGGAN DITINJAU DARI PERSPEKTIF PELAYANAN JASA PADA PENJAHIT PONDO GEDE TEMBILAHAN

Abstract

Pondo Gede Tembilahan Tailor is an individual company engaged in selling ready-made clothing manufacturing services with a business address at Parit 6 Jalan Pesantren Tembilahan Hulu, Indragiri Hilir Regency. The aim of the research is to find out and study the extent to which customer satisfaction influences the service perspective at Pondo Gede Tailor. The research used qualitative and quantitative data analysis, with secondary data and primary data through interviews and questionnaires with 100 consumers. Based on the research results, it is known that the results of the analysis show that the customer satisfaction variable (Y) concludes that Tangible (X1) consists of physical conditions/facilities, room comfort and how employees dress, Emphaty (X2) consists of available toilets, waiting areas, brochures needed by consumers, parking space is proven to simultaneously influence consumer satisfaction at Pondo Gede Tailor, Reliability (X3) consists of the service system, speed of serving consumers, consumer handling procedures, complaint handling procedures, Responsiveness (X4) consists of the skills of the waiter/officer in responding to consumer needs , employee ability/responsiveness in serving consumers, employee willingness to handle complaints quickly, ease of contacting employees, Assurance (X5) consists of employee attitude (friendly, polite and smiling), guaranteed security and calm, employee knowledge in dealing with consumers , the trustworthy nature of employees, from the results of the test analysis it is known that the variable that has a relatively dominant and significant influence on consumer satisfaction at Pondo Gede Tailor is the assurance variable (X5) where the regression coefficient is 50.2% and the Sig t value is 0.000 < a = 0.05, which is the highest value of the other four variables. Thus, the second hypothesis proposed in this research is declared accepted or proven to be true, in other words accepting the H1 hypothesis and rejecting the Ho hypothesis.