GAMBARAN KESESUAIAN ANTARA HARAPAN DAN KENYATAAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SALON KECANTIKAN RUMAH CANTIK MUSLIMAH & SPA “DESI KHADIJAH” PALEMBANG

The purpose of this final report is to explain the Picture of service quality to the customer’s satisfaction at Rumah Cantik Muslim & Spa “Desi Khadijah” Palembang. Data obtained through direct interviews with employess and distributing questionnaires to 100 respondents of Rumah Cantik Muslim & Spa “Desi Khadijah” to Palembang customer’s. The method of analysis used in this research is quantitative analysis, qualitative analysis and cartesius diagrams. Data from the questionnaire given to the consumer and are processed by percentage and analyzed qualitatively and quantitatively. the results showed that each dimension of quality services which include tangibles, responsiveness, assurance, reability and empathy. Variable the most dominant give satisfaction to consumers is tangibles to level conformity of 86,30 % while the lowest variable is responsiveness and empathy with level conformity of 78,38% and 77,10%. Therefore we recommend that the Rumah Cantik Muslim & Spa “Desi Khadijah” Palembang should improve services especially on the dimension of responsiveness and empathy that includes how employees deal with any customer complaints and responsiveness of employees in serving customers. Writer hoped Rumah Cantik Muslim & Spa “Desi Khadijah” Palembang can increase their service in dimension responsiveness and empathy covering responsiveness employees in serving consumer, employees’ speed in serving consumers and giving clear information by employees of Rumah Cantik Muslim & Spa “Desi Khadijah” Palembang. Keyword: Service Quality, Customer Satisfaction, Tangibles, Reliability, Responsiveness, Assurance and Emphaty