Detail Inovasi Perguruan Tinggi


Tema: Manajemen
Judul: Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Minimarket XYZ Bandung Barat
Perguruan Tinggi: Universitas Kebangsaan
Jenis/sdm: dosen/0408116501

Tahun: 2017

Abstrak
Industri jasa ritel, berkembang signifikan di Kabupaten Bandung Barat. Minimarket XYZ sebagai salah satu
komponen industry jasa retail, berada di Desa Tanimulya, Kecamatan Ngamprah, memberikan dampak
positif terhadap perkembangan ekonomi Kecamatan Ngamprah. Hal ini memberikan konsekuensi pada
manajer maupun pemilik untuk bertahan dan meningkatkan jumlah pelanggannya. Usaha ini tidak bisa
dipisahkan dari kualitas pelayanan dan kepuasan yang diterima pelanggan. Penelitian ini dilakukan untuk
mengukur pengaruh aspek kualitas pelayanan (kehandalan, kepekaan, jaminan, empati dan bukti fisik)
terhadap kepuasan pelanggan. Kuesioner dan wawancara digunakan dalam pengumpulan data. Kuesioner
sejumlah 60 buah disebar secara acak sederhana untuk memperoleh data kinerja kualitas pelayanan dan
kepuasan pelanggan, dan wawancara dengan manajer untuk memperoleh data manajemen. Analisis yang
dilakukan menggunakan model regresi linier untuk memperoleh hubungan kualitas pelayanan terhadap
kepuasan pelanggan. Dengan tingkat error 5%, hasil menunjukkan kepuasan dipengaruhi 60,1% oleh
kualitas pelayanan. Persamaan regresi yang terbentuk adalah KEP=4,338 + 0,215KP, dimana
KEP=kepuasan pelanggan dan KP=kualitas pelayanan.
Kata kunci: kualitas pelayanan, kepuasan pelanggan, model regresi linier

Abstract
The retail service industry, has been growing significantly in Kabupaten Bandung Barat. Minimarket XYZ as
one of retail industry component, exists in Desa Tanimulya, Kecamatan Ngamprah, gives the positive
impacts to the economic development in Kecamatan Ngamprah. It brings consequencies to the minimarket
owner and manager to be always defensive and improve their customer quantity. This efforts cannot be
aparted from the services quality and customers satisfaction that being received by customers. The research
was done to measure the impacts of services quality aspects (reliability, responsiveness, assurance,
empathy and tangibles) to customers satisfaction. The questioner and interviews methods used in data
collecting. The questioner of 60 respondents were given simple randomly to get performance of service
quality and customers satisfaction data. The interviews with manager were provided to get managerial data.
The analysis was done using linier regression model to construct the impacts of services quality aspects
toward customers satisfaction. By using 5% error level, the result shows the services quality aspects were
good rated with R
2= 0,601 (60,1%), it means that customers satisfaction effected 60,1% by services quality.
The regression equation which constructed CS= 4,338 + 0,215SQ, which CS= customers satisfaction, SQ =
services quality. It means that services quality give medium impact to customers satisfaction.
Keyword: services quality, customers satisfaction, linier regression model