Comparison Analysis of Alfamart Customer Service Satisfaction and Progress With using Customer Satisfaction Index (CSI) and Service Quality (SQ) Methods

 Johan Tanaro (Universitas Prima Indonesia, Medan, Indonesia)
 Rudi Yanto (Universitas Prima Indonesia, Medan, Indonesia)
 (*)Putra Edi Mujahid Mail (Universitas Prima Indonesia, Medan, Indonesia)

(*) Corresponding Author

Submitted: November 12, 2021; Published: November 30, 2021

Abstract

Currently, retail business competition in Indonesia is very tight, it is proven that it is easy to find retailers around, and in almost every region of Indonesia. To provide satisfaction to customers, companies must be able to sell goods or services of the best quality, at reasonable prices and improve service quality. This research was conducted by distributing 100 questionnaires and calculating using the Customer Satisfaction Index (Csi) method which aims to determine the overall level of customer satisfaction and then calculating the Service Quality (Sq) to determine the GAP value or the gap in customer perceptions and expectations. From the results of calculations using the Customer Satisfaction Index (Csi) MajuBersama method gets a score of 90.74%, which means that customers are very satisfied with MajuBersama's services and must continue to be maintained and improved for Alfamart to get a score of 78.32% indicating that the level of satisfaction Alfamart customers in general are in the satisfied category, which means there is one more level, namely the range of 81 to 100. So it can be said that the performance of Alfamart is good, but Alfamart must continue to improve the quality of service, especially on attributes whose service value is less than satisfactory and can maintain or improve attributes that are very important and very satisfying in order to increase satisfaction with Alfamartservices

Keywords


Retail; Customer Satisfaction Indeks; Service Quality

Full Text:

PDF


Article Metrics

Abstract view : 545 times
PDF - 334 times

References

Arie Prayoga, “Analisis Perbandingan Kualitas Pelayanan Pada Indomaret dan Alfamart Di Candi Gebang,” 2018.

Arif Nurfadli, “Analisis Peningkatan Kualitas Layanan Pendidikan kepada Siswa Menggunakan Metode CSI dan SERVQUAL (Studi kasus SMK Negeri 3 Balikpapan),” 2020.

Leonard Wedy, “Analisis Kepuasan Pelanggan Terhadap Pelayanan Pada Alfamidi Bukit Palem Cabang Kota Cilegon,” 2021.

Muhajirin Maya, “No TitlePendekatan Praktis Metode Penelitian Kualitatif dan Kuantitatif,” 2017.

U. Nuriyah, “Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Minimarket di Pabelan Sukoharjo (Studi Perbandingan Pelanggan Alfamart dengan Indomaret),” 2014.

Supranto. J, “No TitlePengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Rineka Cipta,” 2011.

S. Supriyanto dan Ernawati, “pemasaran industri jasa. kesehatan,” 2010.

J. Suriasumantri, S., “Filsafat Ilmu : Sebuah Pengantar Populer,” in Pustaka Sinar Harapan., 2011.

Tim Penyusun UNPRI, “Pedoman Penulisan Karya Ilmiah,” in FTI- UNPRI-Medan, 2017.

Sabda Dian Nurani, “Analisis Kepuasan Pelanggan Dengan Metode Customer Satisfication Index (CSI) (Studi Kasus Pada BNI UNIMED),” 2021.

U. S. Ramadan, “Analisis Tingkat Kualitas Pelayanan Dengan Metode Servqual-Importance Performance Analysis,” 2020.

S. . Wima Y. Prasetyo, “Manajemen Pelayanan Publik Pengukuran Kualitas Pelayanan Publik,” 2012.

Bila bermanfaat silahkan share artikel ini

Berikan Komentar Anda terhadap artikel Comparison Analysis of Alfamart Customer Service Satisfaction and Progress With using Customer Satisfaction Index (CSI) and Service Quality (SQ) Methods

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Johan Tanaro, Rudi Yanto, Putra Edi Mujahid

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.


The IJICS (International Journal of Informatics and Computer Science)
Published by STMIK Budi Darma.
Jl. Sisingamangaraja No.338 Simpang Limun, Medan, North Sumatera
Email: ijics.stmikbudidarma@gmail.com

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.