PERAN KUALITAS PELAYANAN TERHADAP PENGAMBILAN KEPUTUSAN KONSUMEN MENGGUNAKAN JASA DI QITHMIR PET CARE CABANG TULUNGAGUNG PERSPEKTIF EKONOMI ISLAM

Abstract

Abstract

As social beings, humans definitely need help from other parties to meet their needs. Basically consumption is built on two things, namely needs (hajat) and use or satisfaction (benefits). Rationally, a person will never consume an item when he does not need it and does not benefit from it. In the perspective of Islamic economics, these two elements have a very close relationship (interdependence) with consumption itself. Service quality is the level of quality whether or not the service depends on the ability of the service provider to meet customer expectations consistently. Although the results of the services will not be exactly the same.

This research is included in the type of field research (field research) with a qualitative research approach and data collection is done by observation, interview and documentation techniques.

Based on the results of the study, it can be stated that the Role of Service Quality in Consumer Decision Making Using Services at Qithmir Pet Care Tulungagung Branch, namely Qithmir Pet Care applies three basic service concepts, namely sincerity, service compatibility with Shari'a, and trying to serve the best service.

Keywords: Service Quality, Satisfaction, Customer