Efektivitas Pelayanan Indomaret Oevang Oeray Desa Baning Kecamatan Sintang Kabupaten Sintang
Keywords:
Effectiveness, Indomaret Oevang Oeray, Service, Customer satisfactionAbstract
This research is motivated by complaints from the Baning village community, especially consumers who are customers of Indomaret Oevang oeray 3 on the services provided, many consumers feel that the services they get are still not effective and not in accordance with the expectations they expect. While the purpose of this research is to find out the causes of the ineffectiveness of the services provided by Indomaret Oevang Oeray 3. The method used in this research is Descriptive Qualitative, which describes the phenomena or characteristics of the population being studied, without making comparisons with other variables. while the theory used is Service Effectiveness. The indicators used are: 5 factors that become benchmarks in assessing the effectiveness of service from Parasuraman. While the data collection technique is by means of observation, interviews and documentation. Meanwhile, the focus of this research place is Indomaret Oevang Oeray 3 Baning Village, Sintang District. The findings of this study are the ineffectiveness of services at Indomaret Oevang Oeray 3 due to the non-fulfillment of the following elements: Tangibles, Reliability, Responsiveness, Assurance and Emphaty.
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