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Geology Department, Bandung Institute of Technology
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Analisis Kualitas Pelayanan Indomaret Menggunakan Model SERVQUAL di Kota Tanah Grogot S, Fathur Rahman; Nuraini, Nuraini; Prihatin, Titiek Aryati; Aswan, Aswan
Jurnal EMT KITA Vol 10 No 3 (2026): JULY 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i3.6458

Abstract

This study aims to analyze the influence of service quality on consumer satisfaction of indomaret in the city of Tanah Grogot. A quantitative approach was used by collecting data through questionnaires to 75 selected respondents using accidental sampling techniques. Service quality measurement also refers to SERVQUAL's five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was carried out using multiple linear regression with the help of jamovi. The results of the study show that simultaneously all dimensions of SERVQUAL have a significant effect on consumer satisfaction. Partially, the variables of reliability, responsiveness, assurance, and empathy had a significant effect, while tangibles had no significant effect. The value of the determination coefficient indicates that most of the variation in consumer satisfaction can be explained by this research model. These findings are expected to be a consideration for retail managers in improving service quality.
Co-Authors Abdul Kholik Abdul Pirol Adelia Adelia, Adelia Adi, Tiomy Butsianto Agus Tri Hascaryo, Agus Tri Aldiana, Siti Mia Aldri Frinaldi Anang Santoso Andawaty Anugrah, Aril Ardiansyah, Riyans Ardilah, Fatmawati Arifin, Inang Aria Asmah Amir Asmaliah, Fifin Bahri bahri Ciochon, Russell L. D. hartanto Dadang Hermawan Dahmul, Dahmul Darmawan, Taufik Djuliyanto, Erik Dwi Listyorini EKO YULIANTO Eva Yulia Puspaningrum Fauziah, Fenty Febrian, Muhammad Rully Firdaus Firdaus Fortuin, Anne Gandung Sugita Gatut Susanto Harun, Aziz Hasyim, Budi Ilham Abu, Ilham Abu Ilham Ilham Imam Agus Basuki Imam Suyitno Jawharah, Wei Indah Jeri, Ahmat Jollis, Jollis karunia, Erick Kaujan, Kaujan Lakum, Lakum Larick, Roy Louys, Julien Lubis, Yeni M. Makbul Malik, Deni Marsha, Deni Maryunani, Khoiril Anwar Ma’mun Fikri, Ahmad Mihrani Mihrani MIKA RIZKI PUSPANINGRUM, MIKA RIZKI Muh. Irfandy Azis Muhammad Luthfi Muhammad Yani, Muhammad Najamuddin Najamuddin, Najamuddin Ningsih, Indah Widyah Ningsih, Putri Dwi Nst, Zaitun Husseina. Nuny Sulistiany Idris Nur Anisa Nuraini Nuraini Nurhadi, Jatmika Nurhidayah, Efrilia Mahdilah Nursyamsiah, Nunung Oktavi, Nadia Silmi Pasa, Frizki Nurul Pramita, Rezky Pratiwi Putri, Dina Eki Prayoga, Hanna Arsyinta Price, Gilbert J. Prihatin, Titiek Aryati Purawijaya, Handrian Purna Sulastya Putra, Purna Sulastya R. Triyono Rahman, Miftah Rahmawati, Rahmawati Restu Misrianti Rosita Rahma Ryan Dwi Wahyu Ardi S Rijani S, Fathur Rahman S., Fathur Rahman Saafi, La Ode Safira, Nurul Septriono Hari Nugroho Sianturi, Philip Chrismanto Siswahyudianto Siti Khodijah Siti Nurhidayah Smith, Holly Sri Juwita, Sri Sudarman Sudarman Sudarto Sudarto Suhardi Suhardi Sukri, Phil Sukri Sultan, Iqbal Syahri, Moch. Syams, Tengku Putri Azizah Tahir, Muhammad Sakti Titik Harsiati U. Setiyono Ummul Khair Utomo, Candra Hadi Vera Anitra Wibowo, Kenny Agusto Arie Widia, Ida Wijayanti, Asih Kusuma Wirda, Afni Y. Riza Y. Rizal Y. Zaim Yahdi Zaim Yan Rizal, Yan Yudhicara Yudhicara Yulius Steven, Yulius Zainal Abidin Zonneveld, John-Paul Zumarni