Judul: Analysis of Customer Satisfaction on the Service of Maya Laundry
Abstrak: Adanya penurunan jumlah pengunjung dan penurunan omset usaha pada Maya Laundry, menyebabkan perlunya dilakukan penelitian untuk menganalisis tingkat kepuasan pelanggan atas pelayanan Maya Laundry, serta untuk mengetahui apakah terdapat perbedaan antara persepsi dan harapan pelanggan terhadap pelayanan yang diberikan oleh Maya laundry. Responden dalam penelitian ini adalah 90 orang yang mewakili pelanggan dari seluruh outlet Maya Laundry. Pengumpulan data dilakukan dengan menggunakan kuesioner, pengolahan data dilakukan dengan Customer Satisfaction Index (CSI) dan metode Importance Performance Analysis (IPA). Hasil penelitian menunjukkan nilai CSI sebesar 88,17% yang artinya pelanggan sudah merasa sangat puas terhadap pelayanan yang diberikan namun masih dapat dilakukan peningkatan kinerja pada beberapa atribut seperti akses komunikasi yang mudah, kemampuan memahami keluhan pelanggan, serta perbaikan atas keluhan pelanggan yang merupakan prioritas utama berdasarkan analisis Importance Performance Analysis (IPA).
Keyword: customer satisfaction, service, laundry

Judul: Pengaruh mutu pelayanan terhadap kepuasan pelanggan laundri XYZ Bogor
Abstrak: 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.
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Judul: Ornithonyssus Bursa (Berlese, 1888) Famili Macronyssidae yang Menyerang Unggas Dan Penaggulangannnya
Abstrak: Ornithonyssus bursa adalah tungau penghisap darah pada unggas di daerah tropis dan subtropis. Tungau ini relatif kecil, dengan panjang tubuh antara 700-1000 mikron dan lebarnya 250-490 mikron. Tubuhnya bulat berwarna coklat kekuningan sebelum menghisap darh dan berwarna merah setelah menghisap darah dari induk semangnya.
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