Analisis Kualitas Pelayanan pada Grand Central Supermarket dan Departement Store Tomohon

Abstract

Tujuan penelitian ini berdasarkan latar belakang masalah adalah untuk menganalisis kualitas pelayanan di Grand Central Supermarket dan Department Store Tomohon. Berdasarkan hasil penlitian yang di dapatkan peneliti, maka peneliti menimpulkan: Kualitas pelayanan pada Grand Central Supermarket dan Departement Store Tomohon berada pada kategori “Baik” dengan presentase 74.91% dari 100% yang diharapkan berdasarkan apa yang dirasakan oleh 100 konsumen yang mewakili seluruh konsumen Grand Central Supermarket dan Departement Store terhadap 5 dimensi  kualitas pelayanan, yakni Tangible, Reliability, Responsiveness, Assurance dan Empathy. Presentase dimensi-dimensi kualitas pelayanan pada Grand Central Supermarket dan Departement Store Tomohon secara berurutan (presentase tertinggi – terendah), yakni Assurance (78.75%), Reliability (76.5%), Tangible (75.62%), Empathy (73.75%) dan Resposiveness (69.93%).

Kata kunci : Kualitas Pelayanan pada Grand Central Supermarket

The purpose of this research is based on the background of the problem, namely to analyze the quality of service at Grand Central Supermarket and Department Store Tomohon. Based on the research results obtained by the researcher, the researcher concluded: The service quality at Grand Central Supermarket and Tomohon Department Store is included in the "Good" category with a percentage of 74.91% of the expected 100% based on what is felt by 100 consumers representing all Grand customers. Central. Supermarkets and Department Stores in 5 dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance and Empathy. Percentage of service quality dimensions at Grand Central Supermarket and Tomohon Department Store respectively (highest to lowest percentage), namely Assurance (78.75%), Reliability (76.5%), Tangible (75.62%), Empathy (73.75%) and Resposiveness (69.93%) )).

Keywords: Quality of Service at Grand Central Supermarket