Please use this identifier to cite or link to this item:
http://repository.ipb.ac.id/handle/123456789/156568
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.advisor | Asnawi, Yudha Heryawan | |
dc.contributor.advisor | Widhiani, Anita Primaswari | |
dc.contributor.author | Resha | |
dc.date.accessioned | 2024-08-08T02:03:58Z | |
dc.date.available | 2024-08-08T02:03:58Z | |
dc.date.issued | 2024 | |
dc.identifier.uri | http://repository.ipb.ac.id/handle/123456789/156568 | |
dc.description.abstract | Sebagai salah satu ritel terlaris ketiga di Indonesia, Alfamidi memiliki visi menjadi ritel yang mampu memenuhi harapan dan kebutuhan pelanggan serta memberikan kualitas pelayanan yang terbaik. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan serta mengevaluasi kualitas pelayanan sebagai dasar pengembangan strategi untuk meningkatkan kepuasan pelanggan Alfamidi Menceng Raya, yang saat ini menghadapi persaingan ketat dan kinerja penjualan yang belum optimal. Analisis dilakukan menggunakan model service quality. Pengumpulan data dilakukan dengan menyebar kuesioner kepada 100 pelanggan Alfamidi Menceng Raya kemudian data diolah menggunakan SEM-PLS. Hasil penelitian menunjukkan bahwa dimensi tangible dan assurance berpengaruh secara signifikan terhadap kepuasan pelanggan. Sedangkan variabel responsiveness, reliability, dan empathy hanya berpengaruh positif namun tidak signifikan. Strategi yang dapat dilakukan adalah mengoptimalkan sarana promosi, melakukan pengecekan berkala pada pergantian shift, dan mengembangkan pencahayaan LED serta desain rak area buah. | |
dc.description.abstract | As one of the top three retailers in Indonesia, Alfamidi aims to fulfill customer expectations and needs while providing the best quality of service. This research aims to analyze the influence of service quality on customer satisfaction and evaluate service quality as a basis for developing strategies to enhance customer satisfaction at Alfamidi Menceng Raya, which currently faces intense competition and suboptimal sales performance. The analysis employs the service quality model. Data collection involved distributing questionnaires to 100 Alfamidi Menceng Raya customers, and the data were processed using SEM-PLS. The study's findings indicate that the tangible and assurance dimensions significantly impact customer satisfaction, while responsiveness, reliability, and empathy dimensions have a positive but insignificant effect. Strategies include optimizing promotional facilities, conducting periodic shift checks, and developing LED lighting and fruit area shelf designs. | |
dc.description.sponsorship | ||
dc.language.iso | id | |
dc.publisher | IPB University | id |
dc.title | Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Alfamidi (Studi Kasus Alfamidi Menceng Raya) | id |
dc.title.alternative | The Influence of Service Quality on Customer Satisfaction at Alfamidi (Case Study of Alfamidi Menceng Raya) | |
dc.type | Skripsi | |
dc.subject.keyword | kepuasan pelanggan | id |
dc.subject.keyword | kualitas pelayanan | id |
dc.subject.keyword | alfamidi | id |
dc.subject.keyword | customer satisfaction | id |
dc.subject.keyword | service quality | id |
Appears in Collections: | UT - Business |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
cover_K1401201060_7a790bd2964840f486427999222dc6da.pdf | Cover | 1.08 MB | Adobe PDF | View/Open |
fulltext_K1401201060_d2183160a31b4726911de242db3bd3c1.pdf Restricted Access | Fulltext | 2.25 MB | Adobe PDF | View/Open |
lampiran_K1401201060_691b627f37554b2ba713719e16714c48.pdf Restricted Access | Lampiran | 742.92 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.