Analisis Kepuasan Konsumen Terhadap Pelayanan Di Swalayan X

Rahma, Sherlina Almira (2022) Analisis Kepuasan Konsumen Terhadap Pelayanan Di Swalayan X. Other thesis, Institut Teknologi Sepuluh Nopember.

Text 10611710000037-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2024. Download (2MB) | Request a copy

Abstract

Ditengah persaingan usaha yang terjadi akhir-akhir ini, terutama pada sektor perdagangan retail misalnya saja swalayan, banyak pelaku usaha merancang strategi untuk menggait konsumennya. Salah satunya dengan memberikan kepuasan pelayanan terhadap konsumen, Sehingga kepuasan konsumen adalah permasalahan yang perlu diperhatikan bagi pelaku usaha untuk mengembangkan usahanya dan mampu bersaing dengan pelaku usaha lainnya. Maka dari itu, hal ini mendasari penelitian untuk menganalisis faktor yang mempengaruhi tingkat kepuasan konsumen terhadap pelayanan di swalayan X kelurahan Keputih, kecamatan Sukolilo, kota Surabaya menggunakan analisis Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA), dengan tujuan untuk memberikan evaluasi terhadap pelayanan di Swalayan tersebut. Hasil dari penelitian ini menunjukkan tingkat kepuasan konsumen di swalayan X terhadap kenyataan dari atribut-atribut kualitas pelayanan sebesar 0,7 dimana nilai tersebut menurut tabel kriteria CSI berada di rentang 0,66 – 0,80 yang berarti bahwa konsumen Swalayan X merasa puas terhadap pelayanan yang diterima, kemudian mayoritas yang berbelanja yaitu perempuan dan mayoritas usia diatas 45 tahun.
==============================================================================================================================
In the midst of business competition that has occurred recently, especially in the retail trade sector such as markets, many business actors design strategies to attract consumers. One of them is by providing service satisfaction to consumers, so that customer satisfaction is a problem that needs to be considered for business actors to develop their businesses and be able to compete with other business actors. Therefore, this underlies the research to analyze the factors that influence the level of customer satisfaction with services at market X Keputih sub-district, Sukolilo sub-district, Surabaya city using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) analysis, with the aim of providing an evaluation to the service at the market. The results of this study indicate that the level of consumer satisfaction in market X against the reality of service quality attributes is 0.7 where the value according to the CSI criteria table is in the range of 0.66 - 0.80 which means that supermarket X consumers are satisfied with the service. received, then the majority of those who shop are women and the majority are over 45 years old.

Item Type:	Thesis (Other)
Additional Information:	RSSB 519.86 Rah a-1 2022
Uncontrolled Keywords:	Customer Satisfaction Index, Importance Performance Analysis, Kepuasan Konsumen, Swalayan, consumer satisfaction, Market
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Anis Wulandari
Date Deposited:	13 Jan 2023 08:02
Last Modified:	13 Jan 2023 08:02
URI:	http://repository.its.ac.id/id/eprint/95381

Actions (login required)

View Item