ANALISA TINGKAT KEPUASAN KONSUMEN TERHADAP LAYANAN PENJUALAN PERAK STUDI KASUS TOKO PERAK PANGERAN MUARO BUNGO

Abstract

Abstract

One of the figures are growing rapidly today that silver sales stores. Basically store seeks to provide a good service to the buyer or customer with maximum way. The importance of the role of the store to the community causing a lot of standing efforts silver shop in Indonesia as well as in the district of Muara Bungo, one Stores Silver Prince with various forms of jewelry with pesaingan between stores is increasing rapidly. The purpose of this research is to determine the factors that affect the quality of service provided by the company to customer satisfaction and measure the gap between the expectations and perceptions of service. The process of collecting data in this research is by distributing questionnaires, the sample used in this study as many as 50 pieces. As for the respondents in this research that customers shop. Based on the results of research conducted, it can be deduced as follows various forms of jewelry, modern equipment used stores, the promise given by the employees of the store, handle customer complaints with the services provided by the employees of the store, providing clear information when doing service , employees providing service that is fast, safe and comfortable when making a transaction, employees are experts in their respective fields, the employees are courteous to the customers, the employees have the attitude and responsibility in doing the job.

Keywords: Interest rate and customer satisfaction, the level of the gap between expectation and perception of service, and quality of service