Analisis Perbedaan Persepsi Konsumen Terhadap Kualitas Pelayanan Di Pasar Modern Dan Pasar Tradisional (Studi Kasus Giant Alaya Dan Pasar Segiri)

Abstract

This research was conducted to determine and analyze whether there are significant differences in consumer perceptions of service quality in the Modern Market (Giant Alaya) and the Traditional Market (Segiri Market), as seen from reliability, responsiveness, empathy, physical evidence, and assurance.

The analytical tools used in this research include validity test, reliability test, and t-test difference test.

The results showed that there were significant differences in consumer perceptions of reliability and physical evidence between Giant Alaya and Pasar Segiri Samarinda, while there were no significant differences in consumer perceptions of responsiveness, empathy, and assurance between Giant Alaya and Pasar Segiri Samarinda.

These findings can be used as input for Giant Alaya entrepreneurs and Segiri Market traders, to maximize the quality of service that respondents currently perceive as well as to improve service quality on instrument indicators that respondents perceive to be unfavorable