PERANAN TINGKAT KUALITAS PELAYANAN DALAM MEMPENGARUHI KEPUASAN PELANGGAN DI SUPERMARKET X

Luqman Hakim, Rina Sri Wulandari, Candra Maulana

Abstract


Service quality plays an important role in terms of increasing company productivity, especially companies engaged in services, both sales services and services. Supermarkets are one of the businesses in the field of sales services so the service quality must always be considered. Nowadays the competition in the supermaret company field is very tight. Supermarket managers are competing to provide good service quality for their consumers. For this reason, supermarket managers try to improve the service quality by implementing certain management systems. Poor service quality will cause an uncomfortable effect on consumers, and eventually start to switch/move to competitors supermarkets. The development of supermarkets in Indonesia is even faster, and many supermarkets have emerged in the suburbs, in Sidoarjo, we have met supermarkets in the districts of Tarik, Prambon, Balongbendo and other districts. This shows that even in small cities the development of supermarkets has been very rapid. In order to maintain the existence of the supermarket itself, every supermarket manager must always pay attention to management or good management, especially in terms of service quality. The main factors that must be improved by the supermarket to increase customer satisfaction include employees helping consumers in choosing the desired product, the completeness of the products offered, the ability of employees to help consumers to get the products needed, comfortable store room temperature, comfort store room, the availability of a catalog of special promo products such as discounts every month, and the company has several types of superior products at lower prices than other competitors.

Full Text:

PDF

References


Aliyyah Apriyani Sunarti, Dwi. 2017. Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen (Survei pada Konsumen The Little A Coffee Shop Sidoarjo). Jurnal Administrasi Bisnis (JAB), Vol. 51 No. 2 Oktober 2017.

Andriana, Atik. 2012. Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus pada Konsumen CV. Mufidah).

Heridiansyah, Jefri. 2012. Pengaruh Advertising terhadap Pembentukan Brand Awareness serta Dampaknya pada Keputusan Pembelian Produk Kecap Pedas ABC (Studi Kasus pada Konsumen Pengguna Kecap Pedas ABC di Kota Semarang). Jurnal STIE Semarang, Vol. 4, No. 2, Edisi Juni 2012 (ISSN: 2252_7826).

Panjaitan, Januar Efendi dan Ai Lili Yuliati. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada JNE Cabang Bandung.

Nilasari, Eswika dan Istiatin. 2015. Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Pada Dealer PT. Ramayana Motor Sukoharjo. Jurnal Paradigma Vol. 13, No. 01, Februari – Juli 2015.

Noviyanti, Iis. 2018. Pengaruh Kualitas Produk Dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada CV Usaha Mandiri Jakarta Selatan. JIMF (Jurnal Ilmiah Manajemen Forkamma), Vol.1, No.2 , Februari 2018.

Safrizal, Muhajir. 2016. Pengendalian Kualitas Dengan Metode Six Sigma. Jurnal Manajemen Dan Keuangan, Vol. 5, No. 2, November 2016.


Refbacks

  • There are currently no refbacks.