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10 authors, including:
Alsen Medikano
Universitas Gunadarma
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Alsen Medikano
alsen.medikano@staff.gunadarma.ac.id
Jurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Gunadarma
Jl. Margonda Raya No. 100, Pondok Cina, Beji, Depok, Jawa Barat
www.gunadarma.ac.id
ABSTRACT
This study aims to find out is there any difference in terms of consumer satisfaction with services
at Indogrosir Superindo in East Jakarta. Then find out what factors distinguish satisfaction with
customer service Indogrosir Superindo in East Jakarta. This study uses primary data by
questionnaire method. In the analysis using means compare independent samples t test, chi
square, as well as descriptive statistics with SPSS version 17. The results showed that the quality
of customer service Indogrosir with Superindo considered good by its customers, while according
to the comparison test between the service quality based on dimensions Superindo Indogrosir with
the responsiveness, reliability, security, attention, physical ability, and overall service quality is a
significant difference. Based on the diagram Cartesians importance performance analysis of
service quality dimension of Indogrosir with Superindo, that the dimensions of alertness, a
dimension which is considered important by customers Indogrosir and Superindo, but the
performance of alacrity dimension is not in line with expectations, in terms of subscribers as well
as from customer Indogrosir Superindo . This means that the need for quality repair services,
mainly in the dimensions of attentiveness to customer service.