How to Increase Customer Satisfaction at Minimarket with using Servqual Analysis?
DOI:
https://doi.org/10.54408/jabter.v2i4.183Keywords:
Service Quality, Customer Satisfaction, Customer LoyaltyAbstract
Service quality is one of the important things that must be considered in business because it plays an important role in increasing company productivity. This study was conducted to determine whether there is a gap between the performance of Indomaret Allogio Gading Serpong and the expectations of its customers. Research analyzes service quality using the gap analysis measurement method which is part of the Importance Performance Analysis (IPA) method. The method used is a quantitative method by conducting a survey using Google Form to 30 respondents who have made purchases at Indomaret Allogio Gading Serpong. The results of the study found that the availability of facilities, toilet cleanliness, and shopping convenience are the top priorities that must be improved. Then the completeness of the product, employee product knowledge, and employee service speed are important indicators to be maintained. Ease of parking and the beauty of the outlet interior are low priorities. The friendly attitude of employees and the ability of employees to answer questions are considered as excessive indicators.
Downloads
References
Jamaludin, A. (2018). Analysis of Service and Product Quality on Customer Satisfaction at Padang Sederhana Restaurant in Karawang. Journal of Creative Management & Business, 4(1).
Mongdong, V. G., & Tumewu, F. J. (2015). Analyzing The Effect Of Marketing Mix, Service Quality and Brand Equity On Consumer Buying Decision In Indomaret Manado. EMBA Journal: Journal of Economic Research, Management, Business and Accounting, 3(2).
Prasastono, N., & Pradapa, S. Y. F. (2012). Product Quality and Service Quality on Consumer Satisfaction of Kentucky Fried Chicken Semarang Candi. Scientific Journal of Tourism Dynamics, 11(2).
Prastiyani, I., Paramita, P. D., & Fathoni, A. (2016). The Effect of Word Of Mouth, Brand Image, Service Quality on Customer Satisfaction at Gas Station 44.513. 20 Campurejo Boja. Journal of Management, 2 (2).
Putri, V. A., & Fatmasari, D. (2018). Relationship between Service Quality and Alfamart Customer Satisfaction in Srondol Wetan Village Semarang. Inspirational Scientific Magazine, 3(5).
Purnamaningsih, P., & Rizkalla, N. (2020). The Role of Parasocial Interaction on Consumers’ Intention to Purchase Beauty Products (El Papel De La Interacción Parasocial En La Intención De Los Consumidores De Comprar Productos De Belleza). Revista CEA, 6(12).
Quddus, F. S. A., & Hudrasyah, H. (2014). The influence of service quality dimensions on customer satisfaction and customer loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3(5), 546-556.
Rizqiawan, H., & Prihantono, D. (2020). Analysis of Service Quality on Customer Satisfaction: A Comparison of Modern Retail Minimarkets with Grocery Stores in Surabaya City. Journal of Business Managerial, 3(3).
Sriwidodo, U., & Indriastuti, R. T. (2010). The effect of service quality dimensions on customer satisfaction. Journal of Economics and Entrepreneurship, 10(2).
Sundari, W. S., Riono, S. B., & Harini, D. (2022). Analysis of Promotion and Service Quality on Purchasing Decisions at Alfamart Songgom. Scientific Journal of Management and Entrepreneurship, 1(2), 180-187.
Tannady, H., & Purnamaningsih, P. (2023). Determinant factors customer satisfaction and its implication on customer loyalty: from the perspective of customers of Vespa. International Journal of Science, Technology & Management, 4(2), 434-438.
Tho'in, M. (2011). The Effect of Service Quality Factors on Customer Satisfaction at Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali. Muqtasid: Journal of Economics and Islamic Banking, 2(1), 73-89.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Hendy Tannady, Melly Moyana Jaya, James Chandra, Ivan Dwi Darma, Steven Surya Wijaya
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This journal is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.