Integrating SERVQUAL and Importance Performance Analysis to Prioritize Service Improvements in Modern Retail: A Case Study of XYZ Store

Sajidin, Mochammad Afif Integrating SERVQUAL and Importance Performance Analysis to Prioritize Service Improvements in Modern Retail: A Case Study of XYZ Store. Indonesian Journal of Innovation Studies, 27 (1). ISSN 2598-9936

	Text Hal Persetujuan Publikasi Jurnal Afif.pdf Download (633kB)
	Text (Artikel Publikasi) 1852 Download (146kB)

Official URL: https://ijins.umsida.ac.id/index.php/ijins/article...

Abstract

General Background: Service quality is a critical determinant of competitiveness in modern retail, particularly as rapid growth in small convenience stores intensifies customer expectations. Specific Background: XYZ Store has experienced declining customer satisfaction, requiring a systematic evaluation of service delivery using established measurement frameworks. Knowledge Gap: Despite the extensive use of SERVQUAL and Importance Performance Analysis (IPA) in service research, limited studies integrate both methods to diagnose priority improvements in small-scale retail settings. Aims: This study aims to measure service quality at XYZ Store, identify performance gaps across SERVQUAL dimensions, and prioritize improvement strategies using IPA. Results: Analysis of 100 respondents showed all SERVQUAL attributes were valid and reliable, with an overall gap score of –0.74 and a service quality index (Q) of 0.84, indicating service performance below expectations. IPA mapping revealed four critical attributes—store layout (T3), complaint handling (RP3), facility conditions (T1), and product availability (RL2)—requiring immediate improvement. Novelty: This research offers an integrated SERVQUAL–IPA approach that produces a precise, actionable prioritization of service weaknesses in a small retail context. Implications: Findings provide managerial guidance for enhancing operational performance, increasing customer satisfaction, and strengthening competitive positioning in the retail sector.

Item Type:	Article
Uncontrolled Keywords:	SERVQUAL, IPA, Service Quality, Customer Satisfaction, Retail Management
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	Mochammad Afif Sajidin
Date Deposited:	19 Jan 2026 03:53
Last Modified:	19 Jan 2026 03:53
URI:	http://eprints.umg.ac.id/id/eprint/15825

Actions (login required)

View Item