ANALYSIS OF SERVICE QUALITY IN INCREASING CUSTOMER SATISFACTION AT BORNEO INDOOR FUTSAL IN

Sari

This research aims to examine: (1) How the quality of service provided increases customer satisfaction at Borneo Indoor Futsal in Banjarmasin (2) How the quality of service that should be provided increases customer satisfaction at Borneo Indoor Futsal in Banjarmasin. The type of research used in the preparation of this thesis is descriptive research. This research method aims to describe the existing phenomena. Data was obtained through interviews and observation. The research results show that: 1. Customer satisfaction with the appearance of employees who wear clean and neat uniforms when carrying out their duties, the availability of adequate equipment and service equipment, and good communication. Employees also have skills and speed in service, and uphold friendliness and service without discrimination towards customers.2. Even though the service at Borneo Indoor Futsal has not fully reached the dimension of responsiveness, due to limited employee power in serving many customers, the employees still provide service in a friendly, polite, neat, clean, safe and trustworthy manner. Customers are satisfied with the service, because employees pay attention to all customers regardless of differences. Based on research on Borneo Indoor Futsal, it appears that service quality from five dimensions, namely Physical Appearance, Reliability, Responsiveness, Assurance, and Empathy, along with their indicators, has been achieved. carried out in accordance with company regulations. This has an impact on customer satisfaction and employee service quality which can be considered good.