QUALITY ANALYSIS OF THE FARINA BEAUTY CLINIC MOBILE APPLICATION USING THE SERVICE QUALITY (SERVQUAL) METHOD

Abstract

Farina Beauty Clinic is one of the beauty clinics which is a beauty clinic in Karawang that handles facial and body skin beauty problems. Farina Beauty Clinic really prioritizes customer satisfaction so that they always look beautiful, healthy and youthful in accordance with the expectations and desires of customers as well as current trends. which was adopted by Farina who already exists at Farina Beauty Clinic, namely Farina Beauty Clinic Mobile. This study aims to determine the level of quality and the factors that drive the Farina Beauty Clinic Mobile application using the Service Quality (Servqual) method. The sampling method used in this research is Non-Probability Sampling with purposive sampling technique, with the number of respondents as many as 158 respondents. The results of this study indicate that all indicators X1, X2, X3, X3, X4 and X5 on the t test and the successive test have a significant effect on the user's application quality because they have a sign value of 0.001 < 0.05 and a t value Count > t Table. Farina Beauty Clinic is expected to be able to maintain indicators that have satisfied its performance and improve low performance attributes so that users are satisfied with the performance provided by Farina Beauty Clinic to users.