ABSTRACT
Endah Nur Asri. 216.02.160. Standartd Oprational Procedure on service toward Custamer
Statisfaction (Case of Study is at Naavagreen Skincare Clinic West Jakarta Branch) Management
Major STIE Trianandra (Supervised by Dedi Iskandar and Amir Riani).
Standard Oprational Procedure is a set of step-by-step intructions compiled by an organization on help workers carry out complex routine oprations and employee performance and custamer satisfaction is a measurement that determines how happy custamer are with a company’s products, service, and capabilities.
The problem in this research study is that many custame discontinue skincare treatment and purpose in this study is to determine whether SOP on service by a doctor is effective towards custamer satisfaction.
Researceh study has been conducted throught qualitative ex post facto and primary data is taken for simple. Results of research have been obtained and shown that 30.2% variants variable is explained by service variable and the remaining variants are explained by other factor.
Calculation of F count is 16.430 and determination on t count is t = 4.09 With Sig 0,000 = ? 0,05 there fore Ho is accepted but Ha is rejected. It can be concluded that SOP on service is effective towards custamer satisfaction. Sugestion is made that the respected skincare clinic ought to
increase innovative promotion media online and offline and defined its segmented market, physical room treatment ought to be renovated and SOP on service should be revised and reemphasize on maximizing custamer statisfaction.
Keyword; Standartd Oprational Procedure on service, custamer satisfaction.