ANNIDA SALSABILA, . (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN SHOFI WEDDING ORGANIZER DI BEKASI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Penelitian ini bertujuan untuk mengetahui faktor-faktor apa saja yang mempengaruhi kepuasan pelanggan Shofi Wedding Organizer di Bekasi dan mengetahui usaha pemilik dalam meningkatkan kepuasan pelanggan. Metode yang digunakan dalam penelitian ini adalah metode kualitatif dengan pendekatan deskriptif. Data yang diperoleh yaitu melalui teknik observasi, dokumentasi, dan wawancara yang dilakukan kepada lima (5) informan selaku pelanggan yangmenggunakan jasa Shofi Wedding Organizer dan kepada satu (1) pemilik Shofi Wedding Organizer. Penelitian ini merujuk pada teori kepuasan pelanggan denganmenggunakan 5 faktor, yaitu kualitas produk, kualitas pelayanan, harga, kemudahan, dan faktor emosional. Analisis data dilakukan dengan teknik analisis model Miles dan Huberman yang terdiri dari pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian ini menunjukkan bahwa faktor-faktor yang mempengaruhi kepuasan pelanggan shofi wedding organizer meliputi kualitas pelayanan, harga yang kompetitif sesuai dengan layanan paket pernikahan yang tersedia di Shofi Wedding Organizer. Selain itu, faktor emosional juga berperan penting, di mana mayoritas pelanggan merasa puas terhadap paket layanan Shofi Wedding Organizeryang terdiri dari dekorasi, busana, dan hiburan. Kemudahan dalam proses pemesanan jasa paket pernikahan dan pembayaran jasa Shofi Wedding Organizer juga mempengaruhi kepuasan pelanggan. Sedangkan faktor kualitas produk dalam hal dokumentasi dan riasan. Usaha pemilik dalam meningkatkan kepuasan pelanggan dengan membangun hubungan yang kuat dan personal dengan setiap pelanggan, memastikan bahwa setiap kebutuhan dan keinginan para pelanggan terpenuhi dengan baik. This research aims to find out what factors influence customer satisfactionat Shofi Wedding Organizer in Bekasi and to find out the owner's efforts to increase customer satisfaction. The method used in this research is a qualitativemethod with a descriptive approach. The data obtained was throughobservation, documentation and interviews conducted with five (5) informants as customers who used Shofi Wedding Organizer services and with one (1) owner of Shofi Wedding Organizer. This research refers to customer satisfactiontheory using 5 factors, namely product quality, service quality, price, convenience and emotional factors. Data analysis was carried out using the Miles and Huberman model analysistechnique which consists of data collection,data reduction, data presentation and drawing conclusions. The results of this research show that the factors that influence Shofi wedding organizer customer satisfaction include service quality, competitive prices in accordance with the wedding package services available at Shofi Wedding Organizer. Apart from that, emotional factors also play an important role, where the majority of customers are satisfied with the Shofi Wedding Organizer service package which consists of decorations, clothing and entertainment. The ease of the process of ordering wedding package services and payment for Shofi Wedding Organizer services also influences customer satisfaction. Meanwhile, product quality factors are in terms of documentation and makeup. The owner's efforts to increase customer satisfaction by building strong and personal relationships with each customer, ensuring that eachcustomer's needs and desires are met properly.
Item Type: | Thesis (Sarjana) |
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Additional Information: | 1. Dra.Eti Herawati, M.Si 2. Dr.Dwi Atmanto, M.Si |
Subjects: | Tata Rias > Tata Rias (Makeup) |
Divisions: | FT > D IV Kosmetik dan Perawatan Kecantikan |
Depositing User: | Users 24864 not found. |
Date Deposited: | 06 Aug 2024 01:48 |
Last Modified: | 06 Aug 2024 01:48 |
URI: | http://repository.unj.ac.id/id/eprint/48718 |
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