PEMETAAN PREFERENSI KONSUMEN SUPERMARKET DENGAN METODE KANO BERDASARKAN DIMENSI SERVQUAL

The management of supermarket usually has some assumptions about the customers' expectation. Sometimes these assumtions do not reflect the nature of customers' expectations. Because of this miss perception, the supermarket looses its profit and becomes inefficient. This research was carrie...

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Bibliographic Details
Published in:Jurnal Teknik Industri 2004-06, Vol.6 (1), p.37-46
Main Authors: Widiawan, Kriswanto, Irianty, Irianty
Format: Article
Language:eng ; ind
Subjects:
Assurance
cuntomers' satisfactions
Customers
Kano method
Questionnaires
Reliability
Servqual dimensions
Supermarkets
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Summary:The management of supermarket usually has some assumptions about the customers' expectation. Sometimes these assumtions do not reflect the nature of customers' expectations. Because of this miss perception, the supermarket looses its profit and becomes inefficient. This research was carried out in order to find out the customers' expectation on facilities and services of the supermarkets according to the servqual dimensions. The outcomes will be mapped into Kano categorizations. The researcher asked the customer dan manager of four supermarkets to fill the prepared questionnaires. Based on the result of customers' questionnaires, tangible, reliability and assurance dimensions were categorized as one dimensional. While responsiveness and emphaty dimensions were categorized as indifferent. Based on the result of managers' questionnaires, all servqual dimensions were categorized as one dimensional. After comparing the results of customers' and managers' questionnaires, there are three of four supermarkets which are match each other.
ISSN:1411-2485
2087-7439
DOI:10.9744/jti.6.1.pp.37-46