ANALISA KESENJANGAN KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PENGUNJUNG PLAZA TUNJUNGAN SURABAYA
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https://doi.org/10.9744/jmk.10.1.pp.%2066-83Keywords:
service quality, consumer satisfaction.Abstract
Basically, service can be said as act of serving others to fullfill their needs and wants. Level of satisfaction achieved from service that can be measured through what the consumer feel after receiving the service, comparing with their expectation of service quality. This study intended to observe the lack of expected and actual service received by consumers of Tunjungan Plaza Surabaya. Factors to be observed are availability and how easy to find the product, responsibility of quality and pricing, responsibility of product safety, and consumers security. Abstract in Bahasa Indonesia : Pelayanan pada dasarnya dapat dikatakan sebagai suatu tindakan dan perlakuan atau cara melayani orang lain untuk memenuhi apa yang menjadi kebutuhan dan keinginannya. Tingkat kepuasan konsumen atas suatu pelayanan dapat diukur dengan membandingkan antara harapan konsumen terhadap kualitas pelayanan yang diinginkannya dengan kenyataan yang diterimanya atau dirasakannya. Studi ini untuk melihat kesenjangan antara jasa yang diharapakan dengan jasa yang dirasakan oleh pengunjung Plaza Tunjungan Surabaya. Kemudahan dan kelengkapan penyediaan berbagai produk, tanggung jawab atas kualitas dan penetapan harga, serta tanggung jawab atas keamanan barang dan keselamatan pengunjung maupun pembeli merupakan faktor-faktor paling sesuai antara apa yang diharapkan dengan apa yang dirasakan konsumen pengunjung Plaza Tunjungan Surabaya. Kata kunci: kualitas pelayanan, kepuasan konsumen.Downloads
Published
2008-08-26
How to Cite
Kaihatu, T. S. (2008). ANALISA KESENJANGAN KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PENGUNJUNG PLAZA TUNJUNGAN SURABAYA. Jurnal Manajemen Dan Kewirausahaan, 10(1), pp. 66-83. https://doi.org/10.9744/jmk.10.1.pp. 66-83
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