PERAN KOMUNIKASI DAN PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DI SALON TANYA

Abstrak

The purpose of this research is to find out how much communication and service play a role in customer satisfaction at Tanya salons, Langsa City, Aceh. This research is research that uses a qualitative approach, with descriptive analysis methods. This research uses primary and secondary data, with data collection techniques, numbers.  The sample used was 20 respondents, namely customers of question salons. The data collection technique was carried out by giving research questionnaires to respondents. The results of the research prove that the role of communication towards customers plays a very positive and significant role in customer satisfaction, the implementation of the role of communication at Salon Tanya has been implemented well, with a result of 45%, this is proven by the polite, professional and effective attitude in communicating with customers, which can be seen  from employees who always work painstakingly and professionally and have the skills to be good listeners which customers want when carrying out maintenance.The results of the research prove that service plays a very positive and significant role in customer satisfaction at Tanya Salon, the implementation of service at Tanya Salon is implemented well, with a result of 59%, this is proven by the service procedures that are responsive in resolving customer complaints, and friendly in serving customers who come.  , so that customers who come feel comfortable and satisfied with the services provided.