ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN FAMILYMART DI JAKARTA BARAT MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

TARIGAN, REGINA GRICELA (2026) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN FAMILYMART DI JAKARTA BARAT MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to measure FamilyMart customers’ satisfaction levels using the Service Quality (ServQual) approach. The analysis was conducted by comparing customers’ perceptions and expectations across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach was used by Sdistributing questionnaires to 100 FamilyMart customers. The data were tested for validity and reliability, after which the ServQual score was calculated and priorities for improvement were identified. The results show that all dimensions exhibit a negative gap, meaning that FamilyMart’s service performance has not yet met customer expectations. The responsiveness dimension recorded the largest gap at - 0.60, indicating that service improvements in this area should be prioritized. Meanwhile, the reliability dimension had the smallest gap at -0.44, suggesting that the reliability aspect is already quite good. These findings can serve as a basis for FamilyMart management in designing service improvement strategies, particularly for dimensions with low gaps, to enhance overall customer satisfaction. Keywords: Customer Satisfaction, Service quality, ServQual, FamilyMart Penelitian ini bertujuan mengukur tingkat kepuasan pelanggan FamilyMart melalui pendekatan Service Quality (ServQual). Analisis dilakukan dengan membandingkan persepsi dan harapan pelanggan pada lima dimensi, yaitu tangible,reliability, responsiveness, assurance, dan empathy. Pendekatan kuantitatif digunakan dengan menyebarkan kuesioner kepada 100 pelanggan FamilyMart. Data diuji validitas dan reliabilitasnya, lalu dihitung nilai ServQual serta dipetakan prssioritas perbaikannya. Hasil menunjukkan seluruh dimensi memiliki gap negatif, artinya kinerja layanan FamilyMart belum sesuai harapan pelanggan. Dimensi responsiveness mencatat gap terbesar sebesar -0,60, sehingga perbaikan pelayanaan perlu diprioritaskan. Sementara dimensi reability memiliki gap terkecil -0,44, yang berarti aspek keandalan pelanggan sudah cukup baik. Temuan ini dapat dijadikan dasar bagi manajemen FamilyMart dalam merancang strategi peningkatan layanan, terutama pada dimensi dengan gap rendah, untuk mendorong kepuasan pelanggan secara keseluruhan. Kata Kunci: Kepuasan pelanggan, Kualitas pelayanan, ServQual, FamilyMart

Item Type: Thesis (S1)
NIM/NIDN Creators: 41622010033
Uncontrolled Keywords: Kepuasan pelanggan, Kualitas pelayanan, ServQual, FamilyMart
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: khalimah
Date Deposited: 05 Sep 2026 03:42
Last Modified: 05 Sep 2026 03:42
URI: http://repository.mercubuana.ac.id/id/eprint/103654

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