Service Quality Analysis to Increase Satisfaction Lawson's Mini Mart Customer

Abstract

Along with very rapid developments in the current era of globalization, competition in the business world is getting tighter. This can be seen in the development of retail businesses such as minimarkets which are growing very rapidly. Even though the retail business experienced a decline due to the pandemic, now the retail business has started to recover. Based on data from Euromonitor, it is known that the number of retail businesses in Indonesia has reached more than 3.61 million which is divided into several parts, namely 3.57 million units of traditional grocery stores, 38,323 retail in the form of department stores, 1,411 retail in the form of supermarkets, 358 retail in the form of forecourts and 285 retail in the form of a hypermarket. Based on the research we have conducted, namely analysis of service quality to increase customer satisfaction in minimarkets, we have produced several indicators which according to consumers are important in increasing customer satisfaction. These indicators are divided into 4 quadrants which are carried out using gap analysis and importance performance analysis.