STUDY ON IMPROVING SERVICES QUALITY OF TRADITIONAL MARKET
Traditional market is one of a link in the national logistics system that became a <br /> <br /> <br /> spearhead of the transactions between producers and consumers, and playing <br /> <br /> <br /> role in the flow of goods in society. As the development of...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/14041 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Traditional market is one of a link in the national logistics system that became a <br />
<br />
<br />
spearhead of the transactions between producers and consumers, and playing <br />
<br />
<br />
role in the flow of goods in society. As the development of modern retail, the <br />
<br />
<br />
existence of traditional markets is getting marginalized. It was due to the negative <br />
<br />
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image of the traditional markets that caused consumers dissatisfaction and prefer <br />
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to go shopping on modern retail. Customers have a very important role in the success of a retail business. Thus, it is very important for traditional market to measure the level of customer <br />
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satisfaction as a reference to improve competitiveness of traditional market to <br />
<br />
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modern retail This research conducted using 10 dimensions of service quality by Zeithaml, <br />
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Parasuraman and Berry. Attributes of traditional market services that do not meet <br />
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customer expectations can be identified by using Servqual method. Next, priority <br />
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programs needed to improve service quality can be determined by using Quality <br />
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Function Deployment method. From 34 attributes that have been identified, there are three attributes have meet customers satisfaction and 31 attributes have not meet customer satisfaction. <br />
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Hygiene, comfortable, availability of toilets, security, availability of parking area <br />
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and hallway on the market are the main priority to improve their performance. <br />
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Priority programs for improved quality service in traditional markets are : <br />
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Increase the capability of a merchant, reorganize lay out of the market, applying <br />
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SOP, improving the quality of construction, maintenance of facilities, provide <br />
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sufficient bins, restroom and mosque, zoning system, and organize street vendors. <br />
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