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Service quality analysis of two of the largest retail chains with minimart concept in Indonesia

Business: Theory and Practice

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Field Value
 
Title Service quality analysis of two of the largest retail chains with minimart concept in Indonesia
 
Creator Tannady, Hendy
Nurprihatin, Filscha
Hartono, Hendy
 
Subject service quality
importance and performance analysis
retailer
customers
customer satisfaction
satisfaction level
 
Description 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.
 
Publisher VGTU Press Technika
 
Date 2018-09-10
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.btp.vgtu.lt/index.php/BTP/article/view/8089
10.3846/btp.2018.18
 
Source Business: Theory and Practice; Vol 19 (2018); 177-185
1822-4202
1648-0627
 
Language eng
 
Relation http://www.btp.vgtu.lt/index.php/BTP/article/view/8089/7012
 
Rights Copyright (c) 2018 Published by VGTU Press