Hubungan antara Mengantri pada Antrian Pelayanan dan Evaluasi Kualitas Layanan

SUHENDAR (Pembimbing: Agastya, Drs., M.B.A.), Agastya, Drs., M.B.A.

2010 | Skripsi | S1 Extention - Management

Baik bukti empiris maupun secara logis berpendapat bahwa ada hubungan negatif yang kuat antara mengantri dan evaluasi konsumen terhadap kualitas layanan. Evaluasi kualitas layanan oleh konsumen berkaitan erat dengan loyalitas konsumen dan outcomes lain yang penting bagi konsumen.

Penelitian ini akan membahas perilaku konsumen pada antrian pelayanan yang akan dianalisis pengaruhnya terhadap evaluasi kualitas layanan. Dalam penelitian ini selain durasi antrian, juga masukkan variabel-variabel dari penelitian terdahulu seperti negative affect dari mengantri, attribusi penyebab anrian, service encounter, dan penjelasan atau permohonan maaf dari service provider terhadap terjadinya antrian.

Pada akhirnya analisis data menggunakan Ordinary Least Squares Classical Regression, menunjukkan peran pentingnya manajemen persepsi antrian terhadap evaluasi kualitas layanan oleh konsumen

Both empirical evidence and logically argue that there is a strong negative relationship between the queue and consumer evaluation of service quality. Evaluation of quality of services by consumers is closely related to customer loyalty and other outcomes that are important to consumers.

This study will discover the consumer behavior in the service queue to be analyzed impact on service quality evaluation. In this study, in addition to the duration of the queue, also enter variables from previous research, such as negative affect of queuing, attribusi cause anrian, service encounters, and an explanation or an apology from the service provider to the queue.


In this study, in addition to the duration of the queue, also enter variables from previous research, such as negative affect of queuing, attribusi cause anrian, service encounters, and an explanation or an apology from the service provider to the queue.

Finally, data analysis using the Ordinary Least Squares Regression Classical, showing the importance of the role of perception management queues of consumers evaluate service quality.

Kata Kunci : perceived waiting duration, consumer attributions, explanation/apology, Service encounter, service quality evaluation, durasi antrian yang dipersepsikan, penjelasan antrian, evaluasi kualitas layanan