Word of Mouth dan Kualitas Pelayanan Berdampak pada Kepuasan Konsumen pada Usaha Kecil Menengah Gresik
DOI:
https://doi.org/10.31316/jk.v6i1.3833Abstract
Abstrak
Bisnis jahit/ garmen berkembang pesat seiring dengan perkembangan toko pakaian. Bisnis jasa jahit merupakan bisnis yang menawarkan peluang besar untuk menarik perhatian konsumen. Jasa Jahit Rumah memperhatikan kepuasan konsumen dan berdasarkan dari mulut ke mulut dan kualitas pelayanan di rumah Kudus UKM di kabupaten Gresik. Penelitian ini bersifat kuantitatif dengan metode non-probability dan random sampling. Populasi yang digunakan sebanyak 135 konsumen dan sampel yang digunakan sebanyak 101 responden. Hasil penelitian ini menunjukkan bahwa fluktuasi word of mouth dan kualitas pelayanan secara parsial dan simultan berpengaruh signifikan terhadap kepuasan konsumen pada UKM di Kabupaten Gresik.
Kata Kunci: Usaha Jahit, Word Of Mouth, Kualitas Pelayanan, Kepuasan Konsumen
References
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