Perbandingan Kualitas Layanan Ritel Swalayan Menggunakan Competitive Zone of Tolerance Based dan Importance-Performance Analysis
Abstract: Increased retail
economic has had an impact on the Indonesian economy. Carrefour as an
international company has a local company's competitor, Hypermart. In order for
both companies to know the position of competing, then benchmarking done
between them using CZIPA (Competitive Zone of Tolerance based
Importance-Performance Analysis) method. The use of CZIPA methods is done to
determine the priority of each self-service in making improvements. The
dimension used is the retail dimension called RSQS (Retail Service Quality
Scale). The goal to be achieved is to know the superior service quality
indicators owned by Carrefour and Hypermart and to make priority services to be
improved on both self-service using RSQS dimensions. Data collected through
questionnaire with purposive sampling method to 133 people. Research finds the
main problem facing Carrefour is self-service layout that does not facilitate
consumers to find the desired product. At Hypermart, the main problem is that
the products in the catalog are not always available.
Penulis: Arfan Bakhtiar, Mega
Aulia Silviadara, Aries Susanty
Kode Jurnal: jptindustridd170072
