ANALISIS KUALITAS PELAYANAN DEPO BANGUNAN CV. DEWATA FAKFAK KABUPATEN FAKFAK

Abstract

This study aims to analyze the service quality at the CV. Dewata Fakfak building depot in Fakfak Regency. Initial observations identified incomplete in-store merchandise displays, a lack of delivery transportation for customer distribution, and insufficient parking space. A qualitative approach was used to determine the service quality at the CV. Dewata Fakfak building depot and its impact on customer satisfaction. Data were collected through interviews, questionnaires, and documentation with relevant informants, including employees at the CV. Dewata Fakfak building depot. The data were collected using a purposive sampling technique with a total of 20 respondents. This study was based on service quality indicators, namely physical appearance, responsiveness, assurance, empathy, and reliability.

The results showed that the CV. Dewata building depot achieved a high level of customer satisfaction, with a total of 429 "Yes" responses (89.4%) and 71 "No" responses (10.6%) across all indicators tested. This indicates that Depo Bangunan has successfully met customer expectations in various service aspects, including physical appearance, responsiveness, assurance, empathy, and evaluation. The conclusion of this study is that Depo Bangunan CV. Dewata Fakfak has provided good service, however, several aspects such as timely delivery, completeness of product displays, and consistent product quality need improvement to enhance customer satisfaction.