ANALISIS KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SPA (Solus Per Aqua) Studi Pada Pelanggan All n’C Resto & SPA Malang.

Kholid, Moh. (2008) ANALISIS KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN SPA (Solus Per Aqua) Studi Pada Pelanggan All n’C Resto & SPA Malang. Other thesis, University of Muhammadiyah Malang.

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Abstract

This is a descriptive research to the consumer of All n’C Resto & SPA Malang under the title of “Analysis of Services Qualities and Consumer’s Satisfaction of SPA (Solus Per Aqua), Studi on the Consumers’s of All n’C Resto & SPA Malang. The purpose of this research is to know the services qualities provided by All n’C resto & SPA Malang and consumer’s satisfaction to it. Analysis instruments used to know the services qualities provided by All n’c resto & SPA is cartesius diagram and consumers’ satisfaction index (IKP). The calculation result using cartesius diagram shows that from 22 indicators of services qualities provided by All n’C Resto & SPA Malang, 4 indicators should be given a priority to be improved its performance immediately: SPA Rooms cheerfulness, SPA Rooms cleanliness, workers who are able to grow the consumer’s belief, and who treat the consumers with full of concern. While from calculation of consumers’ satisfaction index (IKP), it is obtained that 50 respondents or 50% of 100 consumers of All n’C Resto & SPA Malang feel satisfy to the services qualities provided by All n’C Resto & SPA Malang. From the result above, it can be concluded that based on IKP it is obtained from 100 respondents, 50 respondents or 50% reveal satisfy and its remain, 50 respondents or 50%, are not. Based on fourth quadrant on Cartesius Diagram, hence the indicator needed to be improved is SPA Rooms cheerfulness, SPA Rooms cleanliness, workers who are able to grow the consumer’s belief, and who treat the consumers with full of concern.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 14 May 2012 03:07
Last Modified: 14 May 2012 03:07
URI: http://eprints.umm.ac.id/id/eprint/5098

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