Improving The Retail Quality Through Service Quality Method And Quality Function Deployment (QFD)

Bilwantoro, Muhamad Renaldo (2024) Improving The Retail Quality Through Service Quality Method And Quality Function Deployment (QFD). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

The development of the retail business has intensified business competition. The purpose of this research is to (1) Determine the suitability between expectations and the reality of the service received at Alfamart Jatibarang. (2) Identify the problems occurring at Alfamart Jatibarang. (3) Find out what needs to be done to improve services which are the main priority at Alfamart Jatibarang. The method used in this research is a mix method by combining the SERVQUAL and QFD methods as a strategy to analyze service quality. Based on the research findings, it can be concluded that overall, customer expectations regarding service quality and responsiveness at Alfamart Jatibarang are largely met, with high suitability values observed across various dimensions. Notably, the empathy dimension, specifically the attribute "Suggesting consumers to choose the right product for their needs," scored the highest suitability value of 100%, indicating alignment between service delivery and customer expectations in this aspect. However, challenges persist, particularly in reliability, where the accuracy of fetching/providing goods by the staff falls short at times, as evidenced by a suitability value of 95.4% and a gap of 0.21. To address these issues and enhance service quality, several measures are recommended, including staff training, service skills certification, and implementing automated cashier systems and real-time stock monitoring. Additionally, customer complaint resolution protocols and inquiries management systems should be established to streamline problem-solving processes. Key problems identified at Alfamart Jatibarang include product completeness, cashier accuracy, staff proficiency in serving customers, service speed, and ease of locating products and staff. Addressing these issues is crucial to improving overall customer satisfaction and closing the gap between expectations and reality.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Retail, Service Quality, Quality Function Development , House Of Quality.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Muhamad Renaldo Bilwantoro
Date Deposited:	19 Aug 2024 01:32
Last Modified:	19 Aug 2024 01:32
URI:	http://repository.its.ac.id/id/eprint/115423

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