ANALISIS KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN KONSUMEN UD DUNIA KAYU KEDIRI

UD Dunia Kayu Kediri is a timber company in Kediri City that produces logs and processes them into semi - finished materials, then the semi-finished wood will be distributed to consumers in the city or outside the city using Cot diesel trucks. After conducting initial observations in the field, researchers discovered the fact that currently UD Dunia Kayu Kediri has not conducted a satisfaction survey with consumers. The purpose of this research is to determine the quality of service provided to customers UD Dunia Kayu Kediri. This research uses qualitative methods with additional validity and reliability test on consumer satisfaction at UD Dunia Kayu Kediri. The results of this research show that the validity test of the questions obtained a calculated r value of more than 0,404 and the reliability test value of Cronbach’s Alpha is more than 0,6. And it was stated from the results of the consumer survey as well as service quality that there was an area that got the worst score, namely the speed of delivery from UD Dunia Kayu Kediri got the lowest score. Based on the research results, it is known that the best way to improve the quality of the services at UD Dunia Kayu Kediri is by increasing productivity so that in can increase the frequency of sending semi-finished woof to consumers.

Keywords: Satisfaction Level, Service Quality, Wood Company