ANALISIS PERBANDINGAN KUALITAS PELAYANAN PADA WARNET JAGONET INTERNET CENTER DAN WARNET DEWA NET DI YOGYAKARTA

Abstract

This study aims to obtain explanation, information, data about things that did not known before. This study tested and analyzed the difference about the service quality between two interne café,wich is Jagonet Internet Center and Dewa net in Yogyakarta that takes in the existing background. The sample in this study is a internet café company wich is Jagonet Internet Center and Dewa net in Yogyakarta. The population in this study are the consumer that has been used the service both of those internet café. The sampling method of this study was Convenience Sampling. The reference that use to measure if there is a diference in service quality that received or expected by the costumer are five dimensions of service quality (tangible, reliability, responsiveness, assurance, & empathy). Data tha used in this study are the primary data obtain from the questionnaire that given to the respondent. Data analysis techniques that used to tested the hypothesis in this studyis the method Servqual Gap and independent sample t test. The results showed that consumers are satisfied with the quality of service at the cafe Jagonet. With the performance value of 3,79 and 3,78 have hope. So there is a positive gap of 0,01. While in the cafe Dewa Net overall performance score of 4,52 and 4,46 expectations, So there is a positive gap of 0,06. Besed on the analysis independent t known there are differences in consumer perception on the performance at the Jagonet internet cafe and Dewa Net.