Suwardana, Romy Trizki (2026) Analisis Tingkat Kualitas Layanan Dengan Metode Servqual Dan Importance Performance Analysis Untuk Mempertahankan Pelanggan (Studi Kasus : SuperIndo Surabaya). Undergraduate thesis, UNIVERSITAS PEMBANGUNA NASIONAL "VETERAN" JAWA TIMUR.
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Abstract
This study aims to analyze the level of service quality at SuperIndo in Surabaya. SuperIndo is a leading supermarket, but the quality of service provided shows that there are still many complaints from customers regarding the services provided by SuperIndo in Surabaya. This study uses a quantitative method with a survey approach using a questionnaire. The focus of this study is the level of service quality at SuperIndo in Surabaya using the Servqual method and Importance Performance Analysis (IPA). Data collection using an online questionnaire distributed through social media is used to determine the level of expectations and perceptions of customers shopping at SuperIndo in Surabaya. The results of the study show that of the 18 service quality attributes, there are 2 attributes that have a negative gap value and are in quadrant I of the IPA diagram. The results also show that the average level of service quality is still at a value of less than 100%, namely 79%. This means that improvements need to be made to the 2 attributes that are in the priority category, in order to improve the quality of application services and meet customer satisfaction. Suggestions for improvement that can be given to SuperIndo management in the Surabaya area are to increase the number of cashiers when the queue exceeds 7 people per cashier, especially during peak hours and holidays, and to always update the prices on the display regularly so that there is no criticism of price differences, so that it can meet the satisfaction of SuperIndo customers in the Surabaya area.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | 2203201008 Romy Trizki Suwardana Suwardana | ||||||||
| Date Deposited: | 30 Apr 2026 02:59 | ||||||||
| Last Modified: | 30 Apr 2026 02:59 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/51421 |
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