| NIM | H1E020072 |
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| Namamhs | HESA KHOYRUNNISA |
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| Judul Artikel | Comparison of Service Quality Perceptions at Ono 1 and 2 Supermarkets to Provide Recommendations for Improvement |
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| Abstrak (Bhs. Indonesia) | Perkembangan industri ritel membuat persaingan antarbisnis ritel menjadi semakin ketat. Hal ini menuntut perusahaan untuk mengembangkan strategi bisnis seperti dalam hal kualitas pelayanan. Penelitian ini berfokus dalam membandingkan kualitas pelayanan yang ada pada Store Cabang 1 yang diketahui memiliki perbedaan dengan Store Cabang 2 sehingga nantinya akan digunakan untuk mengetahui pelayanan mana saja yang belum dapat memenuhi kepuasan pelanggan serta dapat dilakukan suatu bentuk antisipasi guna meningkatkan kualitas pelayanan yang masih rendah. Adapun tujuan penelitian ini untuk mengetahui seberapa besar persepsi tingkat kualitas pelayanan antara Store Cabang 1 dan 2, mengetahui apa yang membedakan kualitas pelayanan antara Store Cabang 1 dan 2, dan untuk mengetahui prioritas atribut berdasarkan Retail Service Quality Scale (RSQS) serta memberikan usulan perbaikan guna meningkatkan kepuasan pelanggan pada store yang memiliki nilai Customer Satisfaction Index (CSI) terendah. Penelitian ini menggunakan benchmarking yaitu dengan adanya perbedaan nilai bahwa yang memiliki nilai CSI tertinggi sebagai acuan perbaikan pada store yang memiliki nilai CSI lebih rendah dengan mengintegrasikan metode RSQS, CSI, dan Profile Matching. Didapatkan nilai customer satisfaction index Store Cabang 1 sebesar 80.8% dan cabang 2 sebesar 75,8%. Sehingga Store Cabang 1 sebagai acuan benchmarking pada Store Cabang 2. Hasil perbedaan berdasarkan metode Profile Matching diperoleh 14 atribut sehingga perlu dilakukan perbaikan pada Store Cabang 2 sesuai pemeringkatan prioritas perbaikan. |
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| Abtrak (Bhs. Inggris) | The development of the retail industry has made competition between retail businesses increasingly fierce. This requires companies to develop business strategies such as in terms of service quality. This research focuses on comparing the quality of service at branch store 1 which is known to have differences with branch store 2 so that later it will be used to find out which services have not been able to meet customer satisfaction and an anticipation can be made to improve the quality of service that is still low. The purpose of this study is to determine how much the perception of the level of service quality between store branches 1 and 2, find out what distinguishes the quality of service between store branches 1 and 2, and to determine the priority of attributes based on the Retail Service Quality Scale (RSQS) and provide suggestions for improvements to increase customer satisfaction at the store that has the lowest Customer Satisfaction Index (CSI) value. This research uses benchmarking, namely the difference in value that has the highest CSI value as a reference for improvement at stores that have lower CSI values by integrating the RSQS, CSI, and Profile Matching methods. The customer satisfaction index value of branch store 1 is 80.8% and branch store 2 is 75.8%. So that branch store 1 as a benchmarking reference at branch store 2. The results of the difference based on the Profile Matching method obtained 14 attributes so that improvements need to be made to branch store 2 according to the priority ranking of improvements. |
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| Kata kunci | Retail Industry, Service Quality, Customer Satisfaction Index, Profile Matching |
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| Pembimbing 1 | Katon Muhammad |
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| Pembimbing 2 | Sugeng Waluyo |
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| Pembimbing 3 | |
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| Tahun | 2024 |
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| Jumlah Halaman | 6 |
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| Tgl. Entri | 2024-08-10 09:55:51.76539 |
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