Quality impact of service agains customer satisfaction at XYZ laundry Bogor

Abstract

Services industry is closely related to trust, service and close relationship with customers. Laundry customers have several reasons in choosing the washing service, such as clean laundry, neat, fragrant, and employee’s awareness towards customers. Laundry service realizes that a good service is very important for competing and keeping the customers. The aims of this research is : (1) to define the customer’s assesment towards the XYZ laundry service, (2) To analyze the impact of service quality of the customers’ satisfaction towards XYZ laundry, (3) To identify factors that needed to be fixed and maintained by the XYZ laundry entrepreneur. Data on this study consists of primary data and secondary data. Primary data was collected via questionnaires given to 100 respondents which are chosen randomly. The data is analyzed by means of Descriptive Statistic Analysis, Customer Satisfaction Index (CSI), and multiple linear regression. The characteristic of the laundry XYZ’s costumers mostly dominated by costumers with age range 30-40 years old who consider quality and speed as well as practical, therefore the needs of the hospitality industry increases. Most of XYZ laundry’s costumers is dominated by men and they prefer doing other activities to doing the laundry. Besides that, men prefer to do something practical. The majority of the customer’s educational background is a degree holder or master degree holder. The higher the level of education they have, the more systematic way of thinking and the eager to get benefits for themselves. Most of the costumers are employees from companies and civil servants with an average income between Rp.2.5 million-5million per month in which customer’s choice is determined by their condition at that time. Generally, costumers make a direct communication by going to the laundry, most of them live in a rented room. Based on CSI calculation, the costumers of XYZ laundry are satisfied for the service, and from the linear regression analysis calculation it is found that service consists of tangible, reliability, responsiveness, assurance and empathy given by XYZ laundry effects the XYZ laundry customer satisfaction. As for the factors that needed to be fixed by the XYZ laundry are rearranging the position of the washed laundry, facilitate the costumers to contact the XYZ laundry officer directly or indirectly(via phone or sms) and prioritized costumers’ needs, give clearer information to costumers. Factors that need to be maintained by the XYZ laundry based on service performance given are officers’ awareness and a neat appearance of the officers.