PROGRAM KULIAH WHATSAPP PELANGGAN CERELAC: APAKAH KUALITAS PELAYANAN BERPENGARUH?

Thalia Octavania Diatma, Christian Kuswibowo, Catur Erty Suksesty

Abstract


Riset ini bertujuan untuk mengetahui pengaruh kualitas pelayanan kuliah WhatsApp terhadap kepuasan pelanggan Cerelac di wilayah Depok pada masa pandemi Covid-19. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Objek penelitian adalah peserta yang mengikuti Kegiatan Kuliah WhatsApp di wilayah Depok. Teknik pengambilan sampel menggunakan nonprobability sampling dengan teknik sampling berupa convenience sampling berdasarkan dengan kaidah Roscoe, adapun jumlah sampel dalam penelitian ini sebanyak 31 responden. Data penelitian ini diolah dengan menggunakan SPSS versi 20. Hasil dari penelitian ini adalah berdasarkan hasil analisis mengenai kualitas pelayanan terhadap kepuasan pelanggan kuliah WhatsApp oleh Cerelac, maka dapat diperoleh kesimpulan bahwa Kualitas pelayanan memiliki pengaruh yang signifikan terhadap kualitas pelayanan. Peserta sudah merasa puas dengan pelayanan yang diberikan mengenai kuliah WhatsApp yang dijalankan. Setiap penambahan 1 nilai kualitas pelayanan, maka kepuasan pelanggan bertambah sebesar 67,3% dengan pengaruh yang positif. Adapun kegiatan pelayanan yang dilakukan oleh Cerelac yaitu dengan membuat kegiatan kuliah WhatsApp adalah untuk menambah wawasan mengenai makanan pendamping ASI.

Kata Kunci: Kualitas Pelayanan, Kuliah WhatsApp, Kepuasan Pelanggan, Cerelac

This research aims to determine the effect of the service quality of WhatsApp lecture services on Cerelac customer satisfaction in Depok area during the Covid-19 pandemic. The method used in this research is a quantitative method. The objects of research are the participants who takes part in WhatsApp Lecture Event in Depok area. The sampling technique used nonprobability sampling with a sampling technique in the form of convenience sampling based on the Roscoe rule, while the number of samples in this study were 31 respondents. The research data was processed using SPSS version 20. The results of this study were based on the results of an analysis of service quality on customer satisfaction at WhatsApp lectures by Cerelac, it can be concluded that service quality has a significant influence on service quality. Participants were satisfied with the service provided regarding the WhatsApp lectures being carried out. For every 1 addition of service quality value, customer satisfaction increases by 67.3% with a positive influence. The service activities carried out by Cerelac are by creating a WhatsApp lecture event to add insight about complementary foods for breast milk.

Keywords: Service Quality, WhatsApp Lecture, Customer Satisfaction, Cerelac


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DOI: http://dx.doi.org/10.31000/sinamu.v4i1.7892

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DOI (PDF): http://dx.doi.org/10.31000/sinamu.v4i1.7892.g3932

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