Analisis Faktor-faktor yang Mempengaruhi Kepuasan Pelayanan ITS Mart menggunakan Structural Equation Modelling dan Importance Performance Analysis

Tazkiyyah, Nanda Savira (2025) Analisis Faktor-faktor yang Mempengaruhi Kepuasan Pelayanan ITS Mart menggunakan Structural Equation Modelling dan Importance Performance Analysis. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Swalayan menjadi pilihan bagi masyarakat untuk berbelanja kebutuhan sehari-hari karena menawarkan kenyamanan, fasilitas lengkap, dan pelayanan berkualitas. ITS Mart, yang mulai beroperasi di lingkungan Institut Teknologi Sepuluh Nopember (ITS) Surabaya sejak 2023, harus bersaing dengan swalayan lain seperti Sakinah yang telah ada sejak 1993. Agar berhasil dalam persaingan, ITS Mart perlu memahami dan meningkatkan kepuasan pelanggannya. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pelanggan terhadap pelayanan di ITS Mart dan mengidentifikasi faktor-faktor yang memengaruhi kepuasan tersebut. Pengambilan data dilakukan dengan survei kuesioner offline dari pelanggan yang telah melakukan pembelian di ITS Mart setidaknya satu kali. Metode yang digunakan yaitu Importance Performance Analysis (IPA) dan Structural Equation Modeling Partial Least Square (SEM PLS). Analisis IPA membantu mengidentifikasi atribut yang harus diprioritaskan dalam upaya perbaikan kualitas pelayanan. Analisis SEM PLS dapat membantu memahami hubungan antara berbagai faktor pelayanan dan kepuasan pelanggan secara lebih mendalam. Hasil analisis pada penelitian ini diharapkan dapat memberikan masukan strategis bagi ITS Mart dalam meningkatkan kualitas pelayanan dan kepuasan pelanggan. Selain itu, penelitian ini juga memberikan wawasan mengenai penerapan Analisis IPA dan SEM PLS dalam analisis kepuasan pelanggan swalayan. Pelanggan ITS Mart mayoritas berjenis kelamin perempuan dan datang lebih dari 4 kali dengan usia terbanyak adalah remaja akhir dengan variabel yang berpengaruh terhadap kepuasan pelanggan adalah variabel Daya Tanggap dan Bukti Fisik, dan prioritas utama dalam perbaikan kualitas pelayanan adalah Kualitas Pelayanan Sesuai dan Sarana Parkir. ============================================================================================================================================== Supermarkets are the choice for people to shop for daily needs because they offer convenience, complete facilities, and quality service. ITS Mart, which has been operating in the Sepuluh Nopember Institute of Technology (ITS) Surabaya since 2023, must compete with other supermarkets such as Sakinah which has been around since 1993. In order to succeed in the competition, ITS Mart needs to understand and improve its customer satisfaction. This study aims to analyze the level of customer satisfaction with the service at ITS Mart and identify the factors that influence this satisfaction. Data collection was carried out using an offline questionnaire survey from customers who had made purchases at ITS Mart at least once. The methods used were Importance Performance Analysis (IPA) and Structural Equation Modeling Partial Least Square (SEM PLS). IPA analysis helps identify attributes that should be prioritized in efforts to improve service quality. SEM PLS analysis can help understand the relationship between various service factors and customer satisfaction in more depth. The results of the analysis in this study are expected to provide strategic input for ITS Mart in improving service quality and customer satisfaction. In addition, this study also provides insight into the application of IPA Analysis and SEM PLS in the analysis of supermarket customer satisfaction. ITS Mart customers are mostly female and come more than 4 times with majority being late teenagers with variables that influence customer satisfaction being responsiveness and physical evidence, and the main priority in improving service quality is appropriate service qualityand parking facilities.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Customer Satisfaction, Importance Performance Analysis, Structural Equation Modeling Partial Least Square, Supermarket, Importance Performance Analysis, Kepuasan Pelanggan, Structural Equation Modeling Partial Least Square, Swalayan.
Subjects:	H Social Sciences > HA Statistics
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Nanda Savira Tazkiyyah
Date Deposited:	20 Jun 2025 07:58
Last Modified:	20 Jun 2025 08:24
URI:	http://repository.its.ac.id/id/eprint/119226

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