TA DIGITAL
Persepsi pelanggan terhadap kualitas pelayanan pada toko Setia Purwodadi
Customer is a valuable asset for a company, so are retailers. If a company understands customer’ behavior, the company could give better satisfaction to customers. If the customer is satisfied with the service given, then they would keep on buying the products from the company. Hence, a company could get more profit because the customers buy the products again.
The purpose of this research is to identify customer’s perceptions on the service quality. The service quality consists of five dimensions, i.e tangible, reliability, responsiveness, assurance, and emphaty.
The data for this project are quantitative and qualitative. The data were collected by doing observation, interview, literature study and distributing questionnaires to 90 respondents. The analysis on customer’s perception is proved through nonstatistic analysis, and the result is displayed in cross tabulations.
The result of survey shows that the determinant of the survice quality is well perceived by the respondents observed from gender perspective that 56% female respondents agree with the service quality, and that 49% respondents of about 17- 25 years old agree to the service quality. 42% respondents who are graduates of education Senior High Scholl, 48% consisting of students, 68% respondents whose income is less than Rp. 1,000,000.00 per month, and 46% of those having frequencies of buying 2-4 times each month, all agree with the service quality.
According to the result of analysis, it is concluded that most respondents acknowledge that the service quality is good. It is suggested that it is important for SETIA Shop to improve service quality, because there are respondents who
have negative perceptions.
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Karya Umum 
Filsafat 
Agama 
Ilmu-ilmu Sosial 
Bahasa 
Ilmu-ilmu Murni 
Ilmu-ilmu Terapan 
Kesenian, Hiburan, dan Olahraga 
Kesusastraan 
Geografi dan Sejarah