Analisis Dimensi Kualitas Pelayanan (Services Quality) pada Usaha Mikro Kecil dan Menengah (UMKM) Potong Rambut (Barbershop) di Palembang

Abstract

The characteristics of the service industry are different from the manufacturing industry.
The manufacturing industry is more tangible. In the manufacturing industry the products
produced can be easily evaluated for their function and quality. At this time the discussion
about the concept of service quality is very intense. Much research is done to find the right
concept regarding the concept of service quality. With the right service quality concept,
the service provider will be able to transmit appropriately as well. One model or concept
of service quality that is often used is Servqual. Servqual is a service quality model which
states that service quality can be seen from seven dimensions; namely reliability,
responsiveness, competence, access, courtesy, communication, credibility, security,
knowing, and tangibles. From these seven dimensions, they are then reduced to five
dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The
method in this study is Confirmatory Factor Analysis (CFA). From the results of data
processing, it can be concluded that all the dimensions of the tarkait are significant in
developing service quality in barbershop businesses. Of all dimensions, the reliability
dimension which has the greatest regression coefficient, is 1. This can be a concern for
barbershop entrepreneurs to improve service quality