QUALITY SERVICE DETERMINATIONAT BEAUTY LAUNDRY

AYU, MARIA SEKAR (2018) QUALITY SERVICE DETERMINATIONAT BEAUTY LAUNDRY. S1 thesis, UAJY.

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Abstract

Laundry successfully attracts the businessman so it becomes more competitive. Thus, the purpose of laundry business is no longer a profit but creating and adding value for the customer in order to satisfy the customer. This research is aimed to determine the gap between the customers’ perception and expectation ofBeauty Laundry service quality by determining the main service attributes that should be improved and giving a suggestion to improve the service quality. The method used to find out the service quality was mean analysis then continued by Importance Performance Analysis (IPA) analysis. The data used to analyze was questionnaire of service quality attributes including the customers’ expectation and the importance of the service. The statistical data test used SPSS program and Microsoft excel. The result of On Beauty Laundry service analysis has fulfilled the customers’ needs and expectations by improving the service quality based on the improvement suggestion including the time, the staff gives a good service, every complaint is responded quickly, the staff gives the information needed by the customer, the staff gives an accurate information.

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