Analisis Kualitas Pelayanan dalam Meningkatkan Kepuasan Konsumen ( Studi Kasus Koperasi Karyawan PTPN Xii Blawan Bondowoso)

Abstract

Service is a specific system, procedure, or method provided to others, specifically customers, to ensure that all needs are met according to consumer expectations. Similarly, the PT Perkebunan Nusantara XII Blawan-Bondowoso Employee Cooperative conducts an analysis of service quality, including tangibles, realiability, responsiviness, assurance, and empathy. This ensures that consumers are satisfied with the service provided by the PT Perkebunan Nusantara XII Blawan-Bondowoso employee cooperative. This study focuses on the analysis of service quality in improving customer satisfaction at the PT Perkebunan Nusantara XII Blawan-Bondowoso employee cooperative. It also examines the supporting and inhibiting factors in improving customer satisfaction at the PT Perkebunan Nusantara XII Blawan-Bondowoso employee cooperative. This research was conducted using a fieldwork approach using a qualitative descriptive method. It utilized two data sources: secondary and primary data. Data collection techniques included, interviews, observation, and documentation. The results indicate that the PT Perkebunan Nusantara XII Blawan-Bondowoso employee cooperative has implemented quality service in itsbusiness operations, aiming to satisfy customers by providing excellent, courteous, and friendly service. This is because business must adhere to sharia principles so that what we receive is a blessing. The inhibiting factors include limited employees and numerous competitiors, while the supporting factors include the availability of basic materials and facilities and infrastructure.