PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANANPADA TOKO BUKU GRAMEDIA KOTA BENGKULU

The objective of this research is to know customer’s perception toward service
quality of Gramedia Bookstore in Bengkulu City.This Research represent type
research of survey that is research taking sample from a population using
questionnaire as compiler of the data. Data type the used is primary data which taken
by questionnaire and secondary data which taken from the information report,
reference at Gramedia Bookstore Bengkulu. Population in this research is all
customers at Gramedia Bookstore Bengkulu. Method intake of sample used
accidental sampling. Method analyzes data the used is descriptive analysis with
frequency tabulation, mean, and percentage. The result of data analysis show that :
(1) the service quality from reliability dimension have on a very good level; (2) the
service quality from responsiveness dimension have on a very good level; (3) the
service quality from assurance dimension have on a very good level; (4) the service
quality from empathy dimension have on a very good level; and (5) the service
quality from tangibles dimension have on a very good level.