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COMPARISON OF SERVICE QUALITY BETWEEN INDOMARET AND ALFAMART IN BENGKALIS
Student Name : Nurul Aini
NIM : 5404171082
Supervisor : M. Alkadri Perdana, B.IT., M.Sc Student Institute :
State Polytechnic Of Bengkalis
ABSTRACT
This study aims to determine the factors of service quality in Indomaret and Alfamart, comparison of service quality, and to analyze the comparison of service quality. This research uses qualitative research. This research uses a qualitative method that focuses on in-depth obvservation. The data collection technique used by the auhor is data collection through the questionnaire uses google form. The results show that the factors that can affect the quality of service are 5, namely Tangibles, Realiability, Responsiveness, Assurance, and Emphaty. Comparisan of services quality factors at Indomaret and Alfamarti in Bengkalis, namely the tangibles factor of 83%: 93%, the realibility factor was 69%: 91%, the responsiveness factor was 80%: 84%, the Indomaret and Alfamart quality assurance factor wa 84% and the empathy factor was 95%: 88%. Based on the comparison of the average value of the service quality of Indomaret and Alfamart, it is known that Indomaret has higher average value that Alfamart on the assurance and empathy factors due to the quality of service in the form of assurance and attention, such as Indomaret employess routinely sorting goods so that no expired goods are still sold, providing convenience to consumers about information on prices or new items and convenience when they want to complain.
Meanwhile, Alfamart tends to be higher than Indomaret in terms of tangible, realibility and responsivenss. This is because Alfamart employees pay attention to neatdres procedures, arragement of goods and a clean and tidy environment, and the reliability of employees who memorize the layout of every item that consumers ask.
Keywords: Service Quality, Tangibles, reliability, responsiveness, assurance, and empathy.
