STRATEGI PENINGKATAN KUALITAS PELAYANAN UNTUK KEPUASAN PELANGGAN DENGAN INTEGRASI METODE SERVQUAL, QFD DAN TOPSIS

Minimarket "X" is a business engaged in retail sales of daily necessities. In providing services there are complaints that occur October 11.06%, November 12.52% and December 13.27% 2021. Complaints make customers feel dissatisfied price suitability, availability empty products, tag, parking space employee friendliness. The purpose this study to satisfied when shopping by improving service quality. using the SERVQUAL method calculation determine level customer satisfaction gap problems occur. QFD used planning, development evaluating performance as well integrating with TOPSIS rank each alternative solution. Based on results research conducted from method, 9 attributes have met expectations 21 require improvement. So improvement quality obtained 11 technical responses for priority was response would be policy developing taking into account 5 criteria, namely, budget (C1), suitability needs (C2), accessibility implementation (C3), enthusiasm (C4), capability towards (C5). integration indicate policies must carried out first, namely accordance procedures. Keywords: Service, Satisfaction, SERVQUAL, QFD,