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All Journal The Indonesian Journal of Business Administration OPSI JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Jurnal Sistem dan Manajemen Industri Jurnal Teknik Industri : Jurnal Hasil Penelitian dan Karya Ilmiah dalam Bidang Teknik Industri Jurnal INTECH Teknik Industri Universitas Serang Raya JIMF (JURNAL ILMIAH MANAJEMEN FORKAMMA) INAQUE: Journal of Industrial & Quality Engineering Jurnal InTent: Jurnal Industri dan Teknologi Terpadu Jurnal Media Teknik dan Sistem Industri Jurnal Syntax Transformation ABDIKARYA: Jurnal Pengabdian dan Pemberdayaan Masyarakat International Journal of Science and Society (IJSOC)
Arif Budi Sulistyo
Universitas Banten Jaya
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Journal : Jurnal Media Teknik dan Sistem Industri

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Analisis Tingkat Kepuasan Konsumen Terhadap Pelayanan Indomaret dengan Metode Servqual dan Importance Performance Analysis (IPA) Arif Budi Sulistyo; Iqbal Rafauzi; Hartadi Wijaya
Jurnal Media Teknik dan Sistem Industri Vol 6, No 2 (2022)
Publisher : Universitas Suryakancana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35194/jmtsi.v6i2.1938

Abstract

Recently retail business today is growing very rapidly, and lead increasingly tight competition in the retail business, makes consumers are more selective in buying and choosing products and services to meet their daily needs. PT. Indomarco Prismatama who operate as Indomaret label is a franchise retail network in Indonesia. Indomaret is a franchised retail store that provides a vary people's daily needs and provide services to consumers, but the services not always satisfy consumers. Purpose of research is identifying the level of customer satisfaction with the services provided by Indomaret Puspa Regency at Serang city Banten province by using Servqual method and IPA (Importance Performance Analysis). The result is level of Customer Satisfaction Index reach 85.77, which is categorized as “Very Satisfied”, but there are some service has big Gap between Expectation and reality, that need to be improved, such as number of selling goods, display price similar with casher and queuing acceleration at casher. Perkembangan bisnis usaha ritel pada jaman sekarang mengalami kemajuan yang sangat pesat, hal ini mengakibatkan persaingan pada usaha ritel semakin ketat, sehingga konsumen semakin teliti dalam membeli serta memilih produk dan jasa yang dibutuhkan dalam memenuhi kebutuhan sehari-hari. PT. Indomarco Prismatama beroperasi dengan label Indomaret adalah jaringan ritel waralaba di Indonesia. Indomaret merupakan toko ritel waralaba yang menyediakan berbagai keperluan kehidupan masyarakan sehari-hari, dan memberikan pelayanan kepada konsumen, namun tidak seluruh layanan yang ada direspon dengan baik oleh konsumen. Tujuan penelitian ini untuk mengetahui seberapa besar tingkat kepuasan konsumen terhadap pelayanan yang diberikan oleh Indomaret Puspa Regency di Kota Serang Propinsi Banten, dengan menggunakan metode Servqual dan IPA (Importance Performance Analysis). Hasil yang dicapai adalah tingkat kepuasan secara keseluruhan sebesar 85,77% atau termasuk kategori Sangat Puas, tetapi ada beberapa sisi pelayanan yang mempunyai gap tinggi antara harapan dan kenyataan, sehingga perlu dilakukan peningkatan pelayanan seperti kelengkapan barang, harga display yang sama dengan kasir dan mempercepat antrian kasir.
Co-Authors Abdul Rahim Achmad Alwiyuni Afni Khadijah Aldi Rinaldi Alfin Kusdianto Bintang Simbolon Denpharanto Agung Krisprimandoyo Dwiyatno, Saleh Erni Krisnaningsih Fahrudin Fahrudin Fikri Sofiyulloh Hartadi Wijaya Hasymi Afif Afif Hendra Jayusman Ilpan Ilpan Insanur Rifki Iqbal Rafauzi Irfanul Muhaimin Ivan Renaldi Juniarti, Anita Dyah Milind Gadre Mochamad Setiadi Muhammad Al Fikri Nurhidayanti Nurhidayanti Pugy Gautama Restyoko Adham Kameiswara Riyandi Riyandi Sev Rahmiyanti Sibro Muhlis Siti Havika Mutiawati Tatan Zakaria Toha Ikhsan Wawan Gunawan Wirawati, Sri Mukti Yulian Arpianto