Research Article
Implementation of Service Quality in Measuring Consumer Satisfaction with the IPA (Importance Performance Analysis) Method at Sumber Rejeki Gumukmas Stores Jember
@INPROCEEDINGS{10.4108/eai.10-8-2022.2320879, author={Safira Basma and Hafidzi Achmad Hasan and Puspitadewi S Ira}, title={Implementation of Service Quality in Measuring Consumer Satisfaction with the IPA (Importance Performance Analysis) Method at Sumber Rejeki Gumukmas Stores Jember}, proceedings={Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwokerto, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2022}, month={8}, keywords={service quality customer satisfaction importance performance analysis}, doi={10.4108/eai.10-8-2022.2320879} }- Safira Basma
Hafidzi Achmad Hasan
Puspitadewi S Ira
Year: 2022
Implementation of Service Quality in Measuring Consumer Satisfaction with the IPA (Importance Performance Analysis) Method at Sumber Rejeki Gumukmas Stores Jember
ICBAE
EAI
DOI: 10.4108/eai.10-8-2022.2320879
Abstract
At the moment the number of retail companies is growing rapidly. This condition makes a high level The competition between retailers in Gumukmas District, Jember and each company must have an effective strategy to survive in the retail business. In addition, a number of large companies also took the opportunity to expand their retail business, not only into the large size category but also into small size categories such as UD. Source of Fortune Gumukmas Jember. This can be a big challenge for Small and Medium Enterprises dealing with this situation. The purpose of this paper is to explain the priority importance of customer satisfaction factors in Sumber Rejeki Gumukmas Jember, As a strategy for companies to compete in the retail industry. The data was collected by distributing surveys to 90 respondents and processed using Importance-Performance Analysis (IPA) to compare customer expectations with corporate performance. There are six factors that companies should pay attention to, which are shown on the Cartesian chart.