PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANAN JASA PENYEWAAN LAPANGAN FUTSAL (STUDI KASUS PADA PENGGUNA JASA LAPANGAN FUTSAL DI KOTA BENGKULU)

Parulian, Hendri and Putri, Seprianti Eka (2014) PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANAN JASA PENYEWAAN LAPANGAN FUTSAL (STUDI KASUS PADA PENGGUNA JASA LAPANGAN FUTSAL DI KOTA BENGKULU). Undergraduated thesis, Universitas Bengkulu.

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Abstract

Futsal as the most popular sport in Indonesia , including in the city of Bengkulu . With enthusiasm service to the community and the sport of futsal , researchers interested in studying how consumer perceptions of service quality through futsal field seen by the five dimensions of service quality consist of service dimensions of tangibles, reliability dimension, responsibility dimension, assurance dimension, and empathy dimension. The data used in this study is primary data obtained by questionnaire or questionnaires. The sampling technique used is purposive sampling by distributing questionnaires to consumers who play futsal services to eighty respondents. This study uses quantitative analysis method which is used in the quantitative analysis methods average ( mean ). In accordance with the results of the research and conclusions, the general application of quality services in the field of service provision Futsal field, especially in the city of Bengkulu has been entered in both categories with an average score of the five dimensions of service quality 3.54. And conclusions can be drawn, that of the five dimensions assessed based on consumer perceptions, only the tangibles dimension which get the highest average assessment is to score 3.84. While consumers gave the lowest ratings in the assurance dimension of 3.38. Hence the need for reform in each dimension, the main emphasis should be focused primarily on assurance dimension. The addition of revamping the next lowest valuation service providers must also perform maintenance facilities and facilities that have been rated well by consumers.

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