Abstract:
In this era business, the competition in world trade become more tight. This
competition demanded businessmen to maximizing their job result to join its
competition in the market. The company should work hard to learn and understand
customer’s requirement and desirability and increase service quality of company to
get customer’s satisfaction. The objective of this research is to know consumer’s
satisfaction level towards service quality at PT. Agung Automall SM. Amin
Pekanbaru. This research has 27.286 populations then took sample as 100
respondens. The determination of sample was done by accidental sampling. The
technique of collecting data used by intervew and quisioner then by Importance and
Performance Analysis (IPA) technique. The result showed that custumer’s
satisfaction level towards service quality at PT. Agung Automall SM. Amin
Pekanbaru has been satisfy. It reflected from the analysis compatibility result
between implementation level and importance customer level in result 97,42 %.
According to classification service quality factors which influence customer’s
satisfaction through kartesius diagram that divided into 4 (four) quadrant obtained
that factors in quadrant I (main priority) has 2 (two) attribute, quadrant II (defend
achievement) has 9 (nine) attribute, quadrant III (low priority) has 3 (three) attribute,
and quadrant IV (excessive) has 3 (three).
