Tingkat kepuasan pelanggan dan strategi pengembangan usaha jasa salon kecantikan keraton di Tangerang

Abstract

Salon Kecantikan Keraton that was established in 2007 is required to improve service in order to compete in facing the competition of growing salon business. Since Salon Kecantikan Keraton was established, there is number of customers and increase the profitability of the Salon Keraton. The methods used in this research are descriptive analysis, reliability and validity test, chi-square, cross tabulation, IPA, CSI and SWOT analysis. Customer characteristics of Salon Kecantikan Keraton majority are women aged 26-35 years worked as employes whose income of Rp 1-3 million. In general, customers get information from the banner that is placed in front of the salon. Based on the relationship between customers and the level of performance characteristics can be concluded that female customer, especially those who are over the age of 40 years and customers who have income above Rp 8 million more sensitive and requires more attention to handle. Employee and enterpreneur are easier to understand and comprehend the type of care provided, the frequancy of visits depends on the services during the first visit can lead to good impression on customers, sources of information with a banner that is placed in front of the salon Kecantikan Keraton's staff very helpful in providing information the type of care and price of Salon Kecantikan Keraton. The main priority of repairs need to be done about strategic accelerate Salon Kecantikan Keraton performance repaired relevate with cost and benefit and Salon Kecantikan can achieve optimum goals and easy for implementation.