ANALISIS PERBANDINGAN NILAI TEORI DENGAN PRAKTIK SERVICE EXCELLENCE PADA DIVISI KEAMANAN SUMMARECON MALL SERPONG

Abstract

Summarecon Mall Serpong is a shopping center in the Tangerang area. Visitors
who enter the mall area for the first time will feel unfamiliar with its location. In
general, visitors who come for the first time will ask the security division officer,
then the security officer will help in answering the question. If the service provided
by security division officers is not good, it will cause complaints from visitors. One
of the efforts is to carry out excellent service training. The research method used in
this research uses quantitative research with a type of comparative research where
the data is obtained using primary data. The techniques for collecting primary data
are through questionnaires and observation. Questionnaires are filled in by
training participants to see their theoretical values and observations are carried
out by observers (mystery guests) who will fill in the form, to see their practical
values. The observation form contains statements on a 1-10 Likert scale. Sample
collection was used using non-probability with a purposive sampling technique
where samples were obtained from 50 people from the security division. The
research was analyzed using non-parametric inferential statistics using the
Kolmogorov Smirnov normality test and the Wilcoxon test method. The research
results show that there is a difference between theoretical values and observational
values after excellent service training.