SERVICE QUALITY ANALYSIS OF SERVICE GIANT HYPERMARKET (CASE STUDY ON GIANT HYPERMARKET CIKARANG)

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.