GAMBARAN KEPUASAN PELANGGAN TERHADAP PELAYANAN DI OPTIK WIDA PERIODE MARET-APRIL 2023

ABSTRAK Suci Pratiwi GAMBARAN KEPUASAN TERHADAP PELAYANAN DI OPTIK WIDA PERIODE MARET - APRIL 2023 xi + 49 halaman + 11 tabel + 2 bagan + 14 lampiran Optik merupakan sarana yang menyelenggarakan pelayanan pemeriksaan mata, pemeriksaan refraksi serta pelayanan kacamata koreksi dan lensa kontak. Kualitas pelayanan sangat erat hubungannya dengan kepuasan konsumen. Penelitian ini dilakukan terhadap konsumen yang membeli atau menggunakan kacamata di Optik Wida , untuk mengetahui gambaran kepuasan terhadap pelayanan di Optik Wida periode Maret April 2023 berdasarkan lima dimensi Tangibles,Reliability, Responsiveness, Assurance, dan Empathy. Jumlah sampel yang diambil sebanyak 35 responden dengan teknik pengambilan total sampling. Dikumpulkan melalui penyebaran kuesioner menggunakan form. Metode penelitian menggunakan skala likert dan menghitung nilai mean dengan menggunakan kategori nilai jenjang interval. Hasil penelitian responden berdasarkan dimensi Tangibles nilai rata-rata 3,10 berdasarkan dimensi Reliability nilai rata-rata 3,18 berdasarkan dimensi Responsiveness nilai rata-rata 3,17 berdasarkan dimensi Assurance nilai rata-rata 3,12 dan berdasarkan dimensi Empathy nilai rata-rata 3,16. Hasil penelitian untuk kelima dimensi menunjukan nilai rata-rata 3,14 menunjukkan bahwa hasil responden termasuk kedalam kategori puas. Walaupun secara umum gambaran kepuasan terhadap pelanggan puas, tetapi ada beberapa hal yang perlu ditingkatkan lagi terkait kepuasan terhadap pelayanan, seperti kebersihan,membuat SOP mengadakan pelatihan bagi karyawan dan pengadaan alat kebersihan. Kata kunci: Kepuasan, Pelayanan, Kepustakaan : 14 buah (2016-2020)

D3 Optometry Study Program STIKes Dharma Husada Bandung 2023 ABSTRACT Suci Pratiwi DESCRIPTION OF SATISFACTION WITH SERVICES AT OPTIK WIDA PERIOD MARCH - APRIL 2023 xi + 49 pages + 11 tables + 2 charts + 14 appendices Optics is a facility that provides eye examination services, refractive examinations as well as corrective glasses and contact lens services. Service quality is closely related to customer satisfaction. This research was conducted on consumers who buy or use glasses at Optik Wida, to find out an overview of satisfaction with services at Optik Wida for the period March - April 2023 based on the five dimensions of Tangibles,Reliability, Responsiveness, Assurance and Empathy. The number of samples taken was 35 respondents with total sampling technique. Collected through the distribution of questionnaires using the form. The research method uses a Likert scale and calculates the mean value using the interval level category value. . The results of the study of respondents based on the Tangibles dimension average value 3.10 based on the Reliability dimension the average value is 3.18 based on the Responsiveness dimension the average value is 3.17 based on the Assurance dimension the average value is 3.12 and based on the Empathy dimension the average value is average 3.16. The results for the five dimensions show an average value of 3.14 indicating that the results of the respondents are included in the satisfactory category. Although in general the picture of customer satisfaction is very satisfying, there are a number of things that need to be improved regarding service satisfaction, such as cleanliness, making SOPs conducting training for employees and procuring cleaning equipment. Keywords: Satisfaction, Service Reference: 14 pieces (2016-2020)