Important Performance Analysis (IPA) to Know Customer Satisfaction through the Service Quality of Transmart Carrefour Retail in Bandung City

Abstract

The development of retail business is now progressing very rapidly, with the growing growth of retail business in Indonesia this resulted in increased competition, consumers increasingly selective in buying and selecting products and services needed. The growth of retail business in Indonesia is quite high but is accompanied by decreasing purchasing power. The bustling shopping center or retail spread across Indonesia makes the management of the company must improve the quality of service and strategy respectively.
The purpose of this study is to see the satisfaction of customers to retail Transmart Carrefour Bandung, through the method of IPA (Importance Performance Analysis). This research uses quantitative descriptive method. The population used in this study is Transmart Carrefour visitors in Bandung, samples taken as many as 100 respondents.
From the data obtained, the value of visitor expectation rate of Transmart Carrefour is higher that is equal to 86.43%, while the actual value (service quality) is only 86.18%.
The results showed that 4.31 which can be interpreted that the quality of service on Transmart Carrefour Bandung is satisfaction for consumers, while the level of consumer expectations is 4.32 can be interpreted from the expectations of consumers in accordance with the quality of service provided by Transmart Carrefour Bandung. IPA matrix to know the attribute of the priority that is in quadrant A which consists of 1 attribute, quadrant B consists of 17 attributes, C quadrant consists of 22 attributes, and quadrant D contains of 4 attributes..