Tannady, Hendy and Nurprihatin, Filscha and Affiliation, Hendy Hartono (2018) Service Quality Analysis of Two of the Largest Retail Chains with Minimart Concept in Indonesia. Business: Theory and Practice, 19. pp. 177-185. ISSN 16480627
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Abstract
Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.
| Item Type: | Article |
|---|---|
| Keywords: | service quality, importance and performance analysis, retailer, customers, customer satisfaction, satisfaction level |
| Subjects: | 300 Social Sciences > 380 Commerce, communications and transportation > 381 Commerce (Trade, Incl. Branding, Marketing and Warehousing) > 381.1 Retail Trade 600 Technology (Applied Sciences) > 650 Management and Public Relations > 650 Management and Auxiliary Services |
| Divisions: | Faculty of Business > Management |
| Depositing User: | Administrator UMN Library |
| Date Deposited: | 23 Oct 2023 02:28 |
| Last Modified: | 23 Oct 2023 02:28 |
| URI: | https://kc.umn.ac.id/id/eprint/26981 |
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