Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Swalayan Dengan Metode Importance Performance Analysis Dan Model Kano
DOI:
https://doi.org/10.53912/iejm.v8i1.376Abstract
Swalayan merupakan usaha retail modern yang menjual barang kebutuhan sehari-hari. Kualitas pelayanan merupakan hal yang sangat penting  bagi swalayan untuk menghadapi persaingan sehingga perlu dilakukan perbaikan. Penelitian ini bertujuan untuk menganalisis  kualitas pelayanan suatu swalayan dengan menggunakan metode Importance Performance Analysis (IPA) dan model Kano sehingga dapat diketahui prioritas atribut yang harus diperbaiki sesuai dengan keinginan konsumen. Dari hasil penelitian menunjukkan bahwa prioritas atribut yang harus ditingkatkan kinerjanya oleh pihak swalayan yaitu penunjuk lokasi barang yang jelas, keamanan tempat parkir, terdapat label harga pada produk, harga produk yang ditawarkan sesuai dengan label.References
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