The Application of SERVQUAL Distribution In Measuring Customer Satisfaction of Retails Company

• 발행기관: 한국유통과학회
• 저자명: Murdifin Haming Imaduddin Murdifin A. Zulfikar Syaiful Aditya Halim Perdana Kusuma Putra
• 간행물 정보: 『유통과학연구(JDS)』제17권 제2호, 25~34쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2019.02.28

영문 초록

Purpose - This research strives to analyze and investigate customers’ perception of the dimensions of service quality at retails in Makassar Municipality of Indonesia Country. This research tries to present its results empirically, which might be helpful to prepare a strategy to improve the service quality at retail companies. Research design, data, and methodology - The research uses Parasuraman’s in 1985 unmodified SERVQUAL approach. This research is conducted using a questionnaire by purposive random sampling with 150 housewives customers who are met while they are shopping. The object of the study included several retail companies such as Alfa Mart, Alfa Midi, and Indomart operating in Makassar, Indonesia, which has been serving in 2017. Analysis was conducted by quantitative descriptive analysis, measurement of variable dimensions on the questionnaire using a Likert scale, and using cartecius graph and quadrant graphs to determine the gap size of each variable. Result – This research finds that the tangible and empathy dimensions such as product layout and lighting condition should be prioritized, and the empathy dimension whose gap value is too prominent such us peak load time condition and problem-solving adjustment. Conclusion - The second priority is responsiveness dimensions, and the last priority is reliability and assurance dimensions.

목차

1. Introduction

2. Literature Review

3. Research Method

4. Result and Discussion

5. Conclusion

Reference

키워드

Service Quality Consumer Satisfaction Parasuraman SERVQUAL Model Retail Company