ANALISIS KUALITAS PELAYANAN DI PT INDOMARCO PRISMATAMA DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA)

MANDOLANG, LINDA SOPHIA (2026) ANALISIS KUALITAS PELAYANAN DI PT INDOMARCO PRISMATAMA DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Tujuan penelitian ini adalah untuk mengidentifikasi strategi dan penerapan 5 dimensi kualitas pelayanan SERVQUAL di PT Indomarco Prismatama (Indomaret) tipe reguler dengan fokus lokasi gerai area Jakarta, mengetahui faktor-faktor apa saja yang menjadi kunci keberhasilan PT Indomarco Prismatama (Indomaret) tipe reguler dengan fokus lokasi gerai area Jakarta terhadap para pelanggannya, mengindentifikasi faktor-faktor yang harus menjadi prioritas pengembangan pelayanan Indomaret tipe reguler dengan fokus lokasi gerai area Jakarta. Penelitian ini menggunakan metode Importance Performance Analysis (IPA) dan analisa menggunakan teori Service Dominant Logic (SDL) dan Seven Waste. Pengumpulan data menggunakan metode purposive sampling, dilakukan pada sampel yang telah ditentukan dan telah memenuhi kriteria penelitian ini sebanyak 75 pelanggan PT Indomarco Prismatama (Indomaret) tipe reguler dengan fokus gerai area Jakarta. Metode pengumpulan data adalah survey kuesioner dan literature offline juga online. Desain penelitian deskriptif kuantitatif dan skala pengukuran yang digunakan dalam penelitian ini adalah skala Likert. The purpose of this study is to identify the strategy and implementation of 5 dimensions of SERVQUAL service quality at PT Indomarco Prismatama (Indomaret) regular type with a focus on the location of outlets in the Jakarta area, to find out what factors are the key to the success of PT Indomarco Prismatama (Indomaret) regular type with a focus on the location of outlets in the Jakarta area towards its customers, to identify factors that should be a priority for developing regular type Indomaret services with a focus on the location of outlets in the Jakarta area. This study uses Importance Performance Analysis (IPA) method and analysis using Service Dominant Logic (SDL) and Seven Waste theories. Data collection using a purposive sampling method, carried out on predetermined samples and has met the criteria of this study as many as 75 customers of PT Indomarco Prismatama (Indomaret) regular type with a focus on outlets in the Jakarta area. The data collection method is a questionnaire survey and offline and online literature. The quantitative descriptive research design and the measurement scale used in this study is Likert scale.

Item Type: Thesis (S1)
NIM/NIDN Creators: 43123110070
Uncontrolled Keywords: Kualitas, Pelayanan, SERVQUAL, PT Indomarco Prismatama, Indomaret Quality, Service, SERVQUAL, PT Indomarco Prismatama, Indomaret
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: ZAIRA ELVISIA
Date Deposited: 14 Mar 2026 01:46
Last Modified: 14 Mar 2026 01:46
URI: http://repository.mercubuana.ac.id/id/eprint/101628

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