What type of study is this?

This is a Quantitative Study study.

September 17, 2025

Analisis Kualitas Pelayanan pada Ritel Tradisional dengan Metode Customer Satisfaction Index (CSI) dan Retail Service Quality Scale (RSQS)

Puntos clave

Overall service quality was rated positively, achieving a customer satisfaction index of 74%, showing fair customer satisfaction.
The social interaction dimension scored highest at 83%, while the policy dimension received the lowest score at 63%, indicating areas for enhancement.
The retail service quality scale identified a significant negative gap in the policy dimension, emphasizing its necessity for improvement.
Attribute KB4 ranked lowest with a performance score of -1.91, marking it as a critical area to address for service enhancement.

Resumen

This study was conducted to assess the service quality of UMKM Amplang Bontang Store by applying the Customer Satisfaction Index (CSI) and the Retail Service Quality Scale (RSQS). The results indicate that the overall service quality is relatively good, as reflected in a CSI score of 74%, signifying that customers are fairly satisfied with the store’s services. Among the dimensions, social interaction achieved the highest CSI score (83%), while the policy dimension recorded the lowest (63%). Further analysis using the RSQS method identified that the policy dimension has the most significant negative gap (-1.0). Specifically, attribute KB4 (-1.91) emerged as the lowest-performing attribute, making the policy dimension particularly KB4 the primary focus for service improvement.

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Cite This Study

Dadang et al. (Tue,) studied this question.

synapsesocial.com/papers/68d45e4e31b076d99fa5e627 https://doi.org/https://doi.org/10.31004/jutin.v8i3.49761

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