KUALITAS PELAYANAN GUNA MENINGKATKAN KEPUASAN PELANGGAN PADA JASA WESHWASH LAUNDRY

Abstract

In today's modern era, competition in the world of work is very tight so that business competition occurs everywhere. Each person has to work hard to make ends meet so it is difficult to find time to do household chores, such as cleaning the house, cooking, and especially washing and ironing clothes. Therefore, businesses that focus on housework services began to emerge, for example the laundry service business. Laundry service business which is increasing has quite interesting business prospects. One who is interested in running this laundry service business is Weshwash Laundry. To attract consumers who use laundry services, business must provide quality services that can create satisfaction after using these services. What services that Weshwash laundry provides to their customers, how is the quality of Weshwash Laundry services that can increase customer satisfaction, and how is the customer satisfaction measurement system for the quality of Weshwash Laundry services? By using five dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy, as well as using criticism and suggestions, it can be concluded that Weshwash Laundry is very good in services quality, in an effort to increase customer satisfaction.

Pada era modern saat ini, persaingan di dunia kerja sangatlah ketat sehingga persaingan bisnis terjadi dimana-mana. Setiap orang harus bekerja keras untuk mencukupi kebutuhannya sehingga sulit mendapatkan waktu untuk melakukan pekerjaan-pekerjaan rumah tangga, seperti bersih-bersih rumah, memasak, dan khususnya mencuci dan menyetrika pakaian. Oleh karena itu, bisnis-bisnis yang berfokus pada jasa pekerjaan rumah tangga mulai bermunculan, salah satu contohnya bisnis jasa laundry. Bisnis jasa laundry yang semakin menjamur memiliki prospek bisnis yang cukup menarik. Salah satu yang tertarik menjalankan bisnis jasa laundry ini adalah Weshwash Laundry. Untuk menarik konsumen pengguna jasa laundry, perlu memberikan kualitas pelayanan yang dapat menciptakan kepuasan setelah menggunakan jasa tersebut. Apa saja pelayanan yang diberikan Weshwash Laundry kepada pelanggan, bagaimana kualitas pelayanan Weshwash Laundry yang dapat meningkatkan kepuasan pelanggan, dan bagaimana sistem pengukuran kepuasan pelanggan terhadap kualitas layanan Weshwash Laundry?  Dengan menggunakan lima dimensi kualitas pelayanan yaitu Tangible, Reliability, Responsiveness, Assurance, dan Empathy, serta menggunakan kritik saran, dapat disimpulkan bahwa Weshwash Laundry sangat baik dalam kualitas layanan dalam upaya meningkatkan kepuasan pelanggan.