Analisis Perbandingan Kepuasan Konsumen Atas Pelayanan Minimarket Indomaret Dan Alfamart Di Wilayah Dukuhwaluh (A Vomparative Analysis of Costumer Statifaction on the Service of Indomaret and Alfamart Minimarket in Dukuhwaluh)

Abstract

The aimost this research were: 1) to find out whether there was any difference on consumers stratification of indomaret and alfamart m,inimarket in Dukuhwaluh area. 2) to find out the differing factor on consumers stratification of indomaret and alfamart minimarket in Dukuhwalu area. This research used primary data gained from questionnaire. The data was analyzed by compare means independent t test, descriptive analysis with SPSS program. The result of the research showed that the service quality of indomaret and alfamart minimarket was supposed to be good by most of their consumers. There was a significant difference in the comparison between indomaret and alfamart minimarket based on dimension of reliability, responsiveness, assurance, emphaty and tangible as well as the overall quality. Based on the t test result of indomaret and alfamart, responsiveness dimension was regarded as the responsiveness dimension was not suitable as expected eiyher by the consumers of alfamart or the consumers indomaret. It indicated that it needs the betterment of service quality, specially in responsiveness dimension.
 Keyword :consumers stratification, reliability, responsiveness, assurance, emphaty and tangible.

The Comparison of Service Quality Between Alfamart and Indomaret Minimarket in Kupang City

“…This can be seen that the quality of the products offered by Alfamart and Indomaret is guaranteed when consumed by consumers and none of the goods/products sold are expired and employees' knowledge of the layout and other information is very clear. The results of this research are in accordance with research conducted by Umiyati and Suyoto (2014), there is no significant difference in terms of assurance between Indomaret and Alfamart minimarkets in the Dukuwaluh area.…”

“…This can be seen that the service quality of Alfamart and Indomaret has accuracy and timeliness, as well as being serious and trustworthy when serving consumers. The results of this research are in accordance with research conducted by Umiyati and Suyoto (2014), namely that there is no difference in terms of reliability between Indomaret and Alfamart minimarkets in the Dukuwaluh area.…”