PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA JASA FIFIN WEDDING ORGANIZER KOTA PALEMBANG

HIDAYAT, AHMAD FACHRI and Sobri, Kiagus Muhammad and Adam, Ryan (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA JASA FIFIN WEDDING ORGANIZER KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Interpersonal communication, also known as interpersonal communication, refers to the process of exchanging meaning between interacting individuals which can be a factor influencing service user satisfaction. This research aims to analyze, prove and determine the influence of service quality on service user satisfaction with Fifin Wedding Organizer services in Palembang City. The research uses quantitative methods with a survey approach via questionnaires. Service quality variables are measured through five dimensions, namely physical evidence (tangibles), reliability, responsiveness, assurance and empathy, while service user satisfaction is measured based on conformity to expectations, interest in repurchasing, and willingness to recommend. The research results show that service quality has a positive and significant influence on service user satisfaction. The assurance and empathy dimensions provide the greatest contribution in increasing service user satisfaction, while the physical evidence dimension has a relatively smaller influence. This research also found that satisfied service users tend to recommend Fifin Wedding Organizer services to others, which contributes to strengthening the company's image in the wedding services market. This research provides practical implications for Fifin Wedding Organizer to improve service quality, especially in aspects that are priorities for service users, in order to maintain and increase service user satisfaction. In addition, it is hoped that the results of this research can become a reference for developing service theory in the context of the wedding services industry in Indonesia.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Tjiptono Fandy kualitas pelayanan, Tjiptono Fandy kepuasan pengguna jasa, penyelenggara pernikahan
Subjects:	H Social Sciences > HM Sociology > HM786-806 Organizational sociology. Organization theory
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Ahmad Fachri Hidayat
Date Deposited:	07 Feb 2025 03:50
Last Modified:	07 Feb 2025 03:50
URI:	http://repository.unsri.ac.id/id/eprint/167524

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