ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP LAYANAN PADA PT. SUMBER ALFARIA TRIJAYA TBK

Abstract

PT. Sumber Alfaria Trijaya is a retail company that sells daily necessities. Alfamart grows and develops with the people of Indonesia. Until now PT. Sumber Alfaria Trijaya has 13,632 outlets spread throughout Indonesia and has more than 60,000 trained and competent employees. However, not all services at Alfamart are well responded to by consumers. This study aims to determine the level of customer satisfaction with service quality. This researcher took data as many as 100 respondents who were consumers who had shopped from one time to more than five times, and then performed a servqual calculation to determine the value of GAP, then a servqual calculation is carried out to determine the GAP value, the GAP results are used as input data of importance performance analysis (IPA) which is then known. CSI calculations that have been done, it is known that the value of customer satisfaction is 95.2%, this value is on a scale of 81% - 100% which means that overall consumers feel "very satisfied" with the current service, and based on the GAP value, it is known that there is 1 priority attribute. The main things to improve are: access to the store location is easy to reach with a gap value of -0.35