Analisis Kepuasan Konsumen dalam Meningkatkan Pelayanan Pada Usaha Laundry Bunda

Abstract

The objectives of this study are (1) to find out the respondents' responses to services at the Bunda
Laundry Business. (2) To find out respondents' responses to customer satisfaction at the Bunda
Laundry Business. (3) To find out Respondents' Responses to Service and Satisfaction at the
Laundry Business of Bunda in the Protected Forest of Rengas Condong Village.Descriptive
quantitative research method, data collection method using a questionnaire with a sample of 35
respondents and data analysis tool using a Likert scale.The results showed that the services
provided by the Bunda Laundry Business were in accordance with general procedures, namely as
follows: Daily washing of clothes, Ironing of clothes, Washing of Suits/Safari's, Washing
school/office clothes, and there is also a laundry with heavy categories, namely Washing Curtains,
Washing Bed Sheets and Bad Covers, Washing Ambal, Washing Prayer Mats, Washing Carpets.
The operational standards of laundry services are carried out before peloundryan, during
meloundry and after meloundry. The results of the questionnaire have been filled out by the
customer, so the service factors in this study are tangible (tangible), reliability (reliability),
responsiveness (responsiveness), assurance (guarantee) and empathy (empathy), showing positive
results where customers agree with all these factors , customers feel comfortable doing services at
the Bunda Laundry Business in the Protected Forest. The average index amount is 4.3 with the
dominant factor that determines the satisfaction of the Bunda Laundry Business service is the
tangible variable. Tangible is a factor that affects customer satisfaction in terms of visuals (related
to the physical environment). Includes physical facilities, equipment, employees and means of
communication. Good tangible will affect customer perception. At the same time, this tangible
aspect is also one of the sources that influence customer expectations. Services provided by the
Mother's Laundry Business in the Protected Forest