Electronic Theses and Dissertation

ABSTRAK

Anisah Rahmadani. (2024). Gambaran Kepuasan Pelanggan Terhadap Kualitas Pelayanan dan Kualitas Produk Busana Pada Rumah Jahit Si kembar di Bener Meriah. [Skripsi. Universitas Syiah Kuala]. Dibawah bimbingan Dra. Fitriana, M.Si dan Dra. Rosmala Dewi, M.Pd


Industri busana terus berkembang seiring meningkatnya kesadaran masyarakat akan pentingnya penampilan. Rumah Jahit Si Kembar di Kabupaten Bener Meriah merupakan usaha menjahit perseorangan yang menawarkan layanan dan kualitas jahitan sesuai permintaan konsumen. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas produk dan kualitas pelayanan di Rumah Jahit Si Kembar. Penelitian menggunakan pendekatan kualitatif deskriptif. Subjek penelitian dipilih menggunakan teknik purposive sampling dengan jumlah informan, sebanyak 10 orang pelanggan. Pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis data dilakukan dengan tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan terhadap pelayanan dan kualitas produk di Rumah Jahit Si Kembar tinggi. Pelanggan mengapresiasi keramahan karyawan, kecepatan layanan, dan hasil jahitan yang rapi. Meskipun demikian, terdapat kendala seperti keterlambatan selesai sedang ramainya pelanggan dan beberapa saran seperti peningkatan detail finishing, pengemasan, dan variasi kain. Kesimpulannya adalah pelanggan Rumah Jahit Si Kembar puas dengan pelayanan yang ramah, cepat, dan hasil jahitan yang rapi. Meskipun demikian, perbaikan dalam manajemen waktu dan peningkatan variasi produk diperlukan untuk mempertahankan loyalitas pelanggan.
Kata Kunci: Industri Busana, Kepuasan Pelanggan, Kualitas Pelayanan, Kualitas Produk, Rumah Jahit Si Kembar

ABSTRACT Anisah Rahmadani. (2024). An Overview of Customer Satisfaction Regarding Service Quality and Product Quality at Rumah Jahit Si Kembar in Bener Meriah. [Thesis. Syiah Kuala University]. Under direction of Dra. Fitriana, M.Si and Dra. Rosmala Dewi, M.Pd. The fashion industry continues to grow along with the increasing public awareness of the importance of appearance. Si Kembar Tailor in Bener Meriah Regency is an individual tailoring business that offers services and quality tailoring according to consumer demand. This research aims to determine the level of customer satisfaction with product quality and service quality at Si Kembar Tailor. The research uses a descriptive qualitative approach. Research subjects were selected using a purposive sampling technique with a total of 10 customer informants. Data collection was done through interviews, observation, and documentation. Data analysis was carried out through the stages of data reduction, data presentation, and conclusion drawing. The results show that the level of customer satisfaction with the service and product quality at Si Kembar Tailor is high. Customers appreciate the friendliness of the employees, the speed of service, and the neat sewing results. However, there are obstacles such as delays in completion during busy periods and some suggestions for improvement, such as enhancing finishing details, packaging, and fabric variations. In conclusion, Si Kembar Tailor customers are satisfied with the friendly, fast, and neat sewing results. Nevertheless, improvements in time management and increasing product variations are needed to maintain customer loyalty. Keywords: Fashion Industry. Customer Satisfaction, Service Quality, product Quality, Rumah Jahit Si Kembar