KUALITAS PELAYANAN DALAM MENINGKATKAN MINAT BELI KONSUMEN DI INDOMARET JAHARUN A GALANG

Abstract

Service quality is one of the important determinants to maintain a company's business performance. Quality service can make customers satisfied which is very beneficial for the company. One of the companies that need to provide quality services is Indomaret. Service problems at Indomaret occur because of the bad experience of consumers which causes customers to be disappointed. Companies need to improve their service performance to close the gaps that occur so that this problem does not have a bad impact on business performance. In order to provide quality services, companies need to know the current quality measures and performance priorities for improvement to increase customer satisfaction. Therefore, this research method uses interview techniques with consumers in Indomaret as research informants. The results showed a significant and positive effect of perceived service quality on various satisfaction and repurchase intentions, the perceived value had a significant and positive effect on increasing consumer buying interest in Indomaret.