ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN DAN HARGA PRODUK PADA SUPERMARKET DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA)
Abstract: Currently, the
number of retail
companies grow rapidly.
This condition make
high level competition between
retailing in Indonesia
and each of
company need to
have effective strategy to
survive in retail business. Beside, a number of big company also take
opportunity to expand retail business, not only into big size category (e.q.
Hypermarket) but also into small size such as
mini market. It can be big challenges for Small Medium Enterprise to handle this
situation. The Objective
of this paper
is to explain
the priority of
importance factors of customer
satisfaction in a supermarket, as a
strategy for company to survive in retail business. Data is collected by
spreading questioner to 385 respondents, and processed by using
Importance-Performance
Analysis (IPA) to
compare between customer’s expectations and
company’s perfomances. There
are 11 factors
that company must
pay attention and it is shown in Cartesian Diagram
Penulis: Melfa Yola, Duwi
Budianto
Kode Jurnal: jptindustridd130347
