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primary topic: http://digilib.uin-suka.ac.id/id/eprint/71837

http://digilib.uin-suka.ac.id/id/eprint/71837
type: Thesis
type: Article
title: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA)
abstract: Kopma UIN Sunan Kalijaga Yogyakarta is a business unit under the auspices of the university and aims to meet the needs of students. Based on the results of interviews, several complaints related to services were obtained, such as incomplete product availability and there are still many price tags that are not listed on the product shelf. This study aims to analyze the quality of self-service services based on reality and consumer expectations, identify the strengths and weaknesses of service quality, determine the attributes that are priority for improvement, and provide suggestions for improvement. The research used the Service Quality (Servqual) and Importance Performance Analysis (IPA). Servqual is used to measure the gap between consumer expectations and reality, while IPA is used to map service attributes into four quadrants based on level of importance and performance. The number of respondents used in this analysis was 101 respondents. The results of the analysis show that all service attributes have a negative gap value, which means that the service has not met consumer expectations. Based on the results of IPA mapping, there are two attributes that are included in Quadrant I, the main priority for improvement. The first attribute is that the price of the product listed on the shelf is in accordance with the price at the cashier (R3) with proposed improvements for supermarkets should schedule regular checking of price tags on shelves and assign one or two special employees as the person responsible for updating price tags. The second attribute, namely the availability of product price tags on each product, is clear (T4) with suggested improvements. Supermarkets need to print price tags with a large enough font size, clear, and use fonts that are easy to read.
date: 2025-06-11
status: published
author list: authors
type: EPrint
type: ThesisEPrint
is part of: repository
has document: http://digilib.uin-suka.ac.id/id/document/1007026
has version: http://digilib.uin-suka.ac.id/id/document/1007026
has published: http://digilib.uin-suka.ac.id/id/document/1007026
has document: http://digilib.uin-suka.ac.id/id/document/1007027
has version: http://digilib.uin-suka.ac.id/id/document/1007027
has published: http://digilib.uin-suka.ac.id/id/document/1007027
has document: http://digilib.uin-suka.ac.id/id/document/1007078
has document: http://digilib.uin-suka.ac.id/id/document/1007079
has document: http://digilib.uin-suka.ac.id/id/document/1007080
has document: http://digilib.uin-suka.ac.id/id/document/1007081
has document: http://digilib.uin-suka.ac.id/id/document/1007082
has document: http://digilib.uin-suka.ac.id/id/document/1007083
has document: http://digilib.uin-suka.ac.id/id/document/1007084
has document: http://digilib.uin-suka.ac.id/id/document/1007085
subject: 670 Teknik Industri

http://digilib.uin-suka.ac.id/id/document/1007026
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Text)
has file: 21106060028_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
has part: 21106060028_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf

http://digilib.uin-suka.ac.id/id/document/1007027
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Text)

UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

FAKULTAS SAINS DAN TEKNOLOGI, UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

NIM.: 21106060028 Berliana Marinda
type: Person
given name: NIM.: 21106060028
family name: Berliana Marinda

http://digilib.uin-suka.ac.id/id/document/1007078
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
is version of: http://digilib.uin-suka.ac.id/id/document/1007027
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islightbox thumbnail version of: http://digilib.uin-suka.ac.id/id/document/1007027

http://digilib.uin-suka.ac.id/id/document/1007079
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
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http://digilib.uin-suka.ac.id/id/document/1007080
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
is version of: http://digilib.uin-suka.ac.id/id/document/1007027
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ismedium thumbnail version of: http://digilib.uin-suka.ac.id/id/document/1007027

http://digilib.uin-suka.ac.id/id/document/1007081
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
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issmall thumbnail version of: http://digilib.uin-suka.ac.id/id/document/1007027

http://digilib.uin-suka.ac.id/id/document/1007082
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
is version of: http://digilib.uin-suka.ac.id/id/document/1007026
is volatile version of: http://digilib.uin-suka.ac.id/id/document/1007026
islightbox thumbnail version of: http://digilib.uin-suka.ac.id/id/document/1007026
has file: lightbox.jpg
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http://digilib.uin-suka.ac.id/id/document/1007083
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
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http://digilib.uin-suka.ac.id/id/document/1007084
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
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ismedium thumbnail version of: http://digilib.uin-suka.ac.id/id/document/1007026
has file: medium.jpg
has part: medium.jpg

http://digilib.uin-suka.ac.id/id/document/1007085
type: Document
label: ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA) (Other)
is version of: http://digilib.uin-suka.ac.id/id/document/1007026
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has file: small.jpg
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https://digilib.uin-suka.ac.id/id/eprint/71837/
title: HTML Summary of #71837 ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS: SWALAYAN KOPMA UIN SUNAN KALIJAGA YOGYAKARTA)
format: text/html
primary topic: http://digilib.uin-suka.ac.id/id/eprint/71837

670 Teknik Industri
type: Concept