Abstract:
The purpose of this study was to analyze the service quality attributes that
are considered important in determining customer satisfaction Cikarang Giant
Hypermarket, Giant Hypermarket Cikarang analyze the performance of the
service quality attributes that determine customer satisfaction and analyzing
customer satisfaction with service quality in Giant Hypermarket Cikarang.
Sampling of 100 people is taken with convenience sampling technique. The
analysis tool is Importance Performance Analysis (IPA) and the Customer
Satisfaction Index (CSI). The conclusion of Importance performance analysis
states that the customer is satisfied with the services provided by Giant
hypermarket Cikarang. Customer satisfaction with service quality in Giant
Hypermarket Cikarang can be seen from the results of the Customer Satisfaction
Index, which gained 84.20% of the results. The value is the range of CSI value
between 0.81 - 0.100, which means that customers are satisfied with the
performance of services Cikarang Giant Hypermarket.
