KUALITAS PELAYANAN DI TOKO KAIN AZAD TASIKMALAYA

Abstract

Abstrak

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan CV Azad Tasikmalaya. Dalam penelitian ini, penulis menggunakan teori kualitas layanan Zaithaml, yang terdiri dari tangibility, akuntabilitas, tanggung jawab, kepercayaan, dan empati. Penelitian ini menggunakan metode penelitian deskriptif kualitatif dengan teknik wawancara, observasi, dan penelitian dokumenter. Metode pengumpulan data adalah melalui wawancara dengan pemilik dan karyawan serta beberapa pelanggan. Analisis data dilakukan atas dasar penyusunan yang matang terhadap semua data yang diperoleh selama penelitian, baik melalui wawancara, studi pustaka maupun observasi terhadap fenomena yang berkaitan dengan kualitas pelayanan di CV Azad Tasikmalaya. Berdasarkan pembahasan yang disampaikan, layanan CV Azad Tasikmalaya menerapkan dimensi “tangible” dan indikatornya. Penilaian kualitas yang dilakukan pada dimensi ini sesuai dengan harapan masyarakat meliputi penampilan pegawai dalam memberikan pelayanan, kedisiplinan pegawai dalam memberikan pelayanan, kemudahan akses pelanggan untuk meminta pelayanan dan penggunaan alat bantu. selama layanan . Dalam implementasinya, terdapat indikator yang sesuai dengan harapan pelanggan, seperti: Fasilitas tapak dalam pemberian pelayanan, seperti adanya ruang tunggu khususnya terdapat beberapa fasilitas seperti WiFi dan tempat parkir yang cukup luas. karena banyak pelanggan menunggu proses pelayanan.

Kata kunci. Kualitas Pelayanan

Abstract

The purpose of this study is to find out the quality of service at CV Azad Tasikmalaya. In this study, the authors used Zaithaml's theory of quality of play, which consists of Tangibles, Responsibility, Responsiviness, Assurance and Emphaty. This research uses qualitative descriptive research methods using interview, observation and documentation studies techniques. Data collection techniques through interviews with owners and employees and some consumers. Data analysis is carried out from all the data that has been provided thoroughly obtained during the study, both through interviews, literature studies, and observation of phenomena related to the Quality of Service at CV Azad Tasikmalaya. From the discussion that has been delivered by the Ministry on CV Azad Tasikmalaya has applied tangible dimensions along with indicators. Quality assessment that has been running in accordance with community expectations in this dimension includes the appearance of employees when performing services, employee choice in performing services, ease of customer access in service applications, and the use of assisted tools in service. In the implementation there are indicators that run in accordance with customer expectations such as the comfort of the place when performing services for example the availability in the waiting room, namely  there are several facilitiesprovided such as Wi-Fi, and parking is quite spacious for customers who are waiting for the service process.

Keyword : Quality of Service