Perbedaan Kualitas Pelayanan Ditinjau dari Tipe Kepribadian Sales di PT. Matahari Department Store (MDS) Medan Mall

Abstract

This study aims to determine the differences in service quality in terms of the personality type of sales of PT. Matahari Department Store Medan Mall. This research uses quantitative methods, the independent variable is the sales personality type and the dependent variable is service quality. The study sample was 66 employees using Random Sampling. The data obtained in this study used the T-test (independent). The results of the data analysis showed that there was a significant variable value, the tendency of service quality with personality type was p = 0,000 (p <0.050), which meant there were differences in the tendency of service quality in terms of introverted personality types and extrovert. This research also shows that there are differences in the average value of the service quality trend variable extroverted type of 120.46 and in the introvert service quality of 92.26. This shows that the trend of service quality in sales that have extroverted personality types is higher than sales that have introverted personality types.