Analisis Kepuasan Konsumen Pelaku UMKM Desa Mojolanggu Kec. Lowokwaru Malang (Studi Kasus Pelaku UMKM Sego Babat Kang Jamal)

Abstract

This study discusses the problem of service quality and customer satisfaction in increasing the success of customer satisfaction in the service quality of Sego Babat Kang Jamal stall. The purpose of this study was (1) to determine the level of service quality performance for MSME actors (a case study of MSME actors Sego Babat Kang Jamal). (2) determine the level of consumer satisfaction among MSME actors (Case study of MSME actors Sego Babat Kang Jamal). This research method uses a qualitative approach, based on research results, (1). It can be seen that good service quality will make consumers feel satisfied in managing business or MSMEs must have a quality service. This is considered important or a mandatory requirement for an entrepreneur, both small scale entrepreneurs and medium and large scale businesses. Service quality is an advantage in improving a service to meet the level of consumer satisfaction. (2). Consumer satisfaction can be seen from the level of consumer feelings after doing a comparison between what he received and what he expected. When what consumers want matches their expectations, then of course consumers will feel satisfied with what they want.