Kota Surabaya memiliki berbagai jenis usaha yang berkembang seperti usaha kuliner, jasa, dan perdagangan. Usaha jasa sering memiliki keluhan dari pelanggan karena berbagai masalah yang timbul seperti pelayanan pelanggan dan kualitas layanan yang diberikan. Jasa pencucian baju di Surabaya cukup tinggi, hal ini disebabkan oleh penduduk yang memiliki banyak kesibukan dan lahan terbatas untuk menjemur pakaian. Mereka yang laundry biasanya karna tidak punya waktu untuk mencucinya. Biasanya keluhan pelanggan di semua laundry mana saja sama, ada yang mengeluhkan pakaiannya luntur, sobek, pakaian tertukar, hilang, kurang bersih, bau kurang wangi, dan kurang rapi. Selain itu, jarak tempuh juga mempengaruhi banyaknya pelanggan yang datang ke laundry. Kepuasan pelanggan bisa diraih apabila kualitas pelayanan yang di dapatkan disesuaikan bersama apa yang diinginkan oleh konsumen. Uraian diatas menjadi alasan peneliti tertarik untuk mengadakan penelitian yang bertujuan guna mengetahui tingkat kualitas kepuasan pelanggan Zuper Premium Laundry cabang Ketintang Surabaya dan jarak pelanggan ke Zuper Premium Laundry. Penelitian berikut tergolong pada penelitian deskriptif kuantitatif, dengan jenis penelitian survey. Pengambilan data dilaksanakan memakai teknik Accidental Sampling, yaitu pengambilan data kuisioner secara acak berdasarkan responden yang ada. Kuisioner yang dibuat yaitu berdasarkan instrumen kualitas pelayanan pelanggan dan karakteristik pelanggan. Responden yang diambil adalah pelanggan Laundry Zuper Premium di Jalan Ketintang Baru Kecamatan Gayungan. Pengolahan data dilakukan dengan analisis presentase diagram pie yang diolah di Microsoft Excel. Hasil penelitian menunjukkan bahwa harga layanan di Zuper Premium Laundry cukup memuaskan, kualitas pelayanan di Zuper Premium Laundry cukup memuaskan, lokasi Zuper Premium Laundry sangat strategis dan terjangkau, kepuasan pelanggan laundry terbilang cukup baik, jarak pelanggan ke Zuper Premium Laundry cukup dekat.
Kata Kunci: Kepuasan pelanggan, jasa cuci baju, zuper premium laundry
The city of Surabaya has various types of businesses that are developing such as culinary, service, and trade businesses. Service businesses often have complaints from customers because of various problems that arise such as customer service and the quality of services provided. Laundry services in Surabaya are quite high, this is due to the population who have a lot of busyness and limited land to dry clothes. Those who are laundry usually don't have time to wash it. Usually, customer complaints in all laundry anywhere are the same, some complain that their clothes are faded, torn, clothes are confused, lost, not clean, smell less fragrant, and less neat. In addition, mileage also affects the number of customers who come to the laundry. Customer satisfaction can be achieved if the quality of service obtained is adjusted along with what consumers want. The description above is the reason why researchers are interested in conducting research that aims to determine the level of customer satisfaction of Zuper Premium Laundry Ketintang Surabaya branch and the distance of customers to Zuper Premium Laundry. The following research is classified as quantitative descriptive research, with a type of survey research. Data collection is carried out using the Accidental Sampling technique, which is a random questionnaire data collection based on existing respondents. The questionnaire is made based on the instrument of customer service quality and customer characteristics. The respondents taken were Zuper Premium Laundry customers on Jalan Ketintang Baru, Gayungan District. Data processing is carried out by analyzing the percentage of pie charts processed in Microsoft Excel. The results showed that the service prices at Zuper Premium Laundry are quite satisfactory, the quality of service at Zuper Premium Laundry is quite satisfactory, the location of Zuper Premium Laundry is very strategic and affordable, laundry customer satisfaction is quite good, the customer's distance to Zuper Premium Laundry is quite close.
Keywords: Customer Satisfaction, Laundry Services, Zuper Premium Laundry