Service Quality Assessment At Tip Top Supermarket Depok

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Adhitya, Alexander and Cahyaatmaja, Arya Bima and Prasetyo, Arief Wiratama (2017) Service Quality Assessment At Tip Top Supermarket Depok. Project Report. Sekolah Tinggi Manajemen IPMI, Jakarta Selatan. (Unpublished)

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Based on the data of The Current Retail Industry shows that they have the big market and also big opportunity in for expand the market in Indonesia. Based on the data Indonesia is ranked 5th in the world in terms of investment potential in retail industry, according to ATKearney’s The 2016 Global Retail Development Index. Below is some statistics about Indonesia grocery retail market. And as the data from DBS bank stated that the market share of Indonesia retail store industry for all of the modern retail industry is 16%, and if The Group talk about Supermarket is just 6% only. And the others 84% is still occupied by the Traditional market Industry. This means The modern retail market Industry needs the right strategy to can expand their market in Indonesia. One of the most important factor for people to go to retail store in this current condittion of retail industry is the service that be delivered in every retail Industry. Because many retails store competing with each other to attract the customer and gain new market by delivering the best service that they can provide for it is customer. That is why every retail store should know and asses their service quality that they delivered into customer in order to know what their customer want and also response for the problem that customer facing and fixed the problem in order to give the best service to their customer. This Research will elaborate The SERVQUAL (Service Quality) method for asses the service that deliver at The Tip-Top Supermarket that classified in the Supermarket category from the five categories of modern retail outlet, based on “Peraturan Menteri Perdagangan No. 70 year 2013”. As the Supermarket, Tip Top also facing the problem in their service, in this case with the Service Quality that need to be assesed and measure in order to help and see how far the management performance, also to create a solution for the Tip-Top Depok management for increasing the Service that resulting to increase their market share in the Indonesia retail industry.

Item Type: Monograph (Project Report)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HF Commerce
Divisions: Library > GFP (Group Field Project)
Depositing User: Putri Lumithasari
Date Deposited: 24 Jan 2020 07:23
Last Modified: 24 Jan 2020 07:23

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