Year: 2024 | Month: November | Volume: 11 | Issue: 11 | Pages: 321-330
DOI: https://doi.org/10.52403/ijrr.20241128
Improving the Quality of Traditional Market Services Based on the Indonesian National Standard (SNI) in the Case of Rau Market, Serang City
Tubagus Ridwan Akhmad1, Harianto2, Arief Safari3
1School of Business, IPB University SB IPB Building, Pajajaran Road, Bogor, Indonesia 16151
2Department of Agribusiness, Faculty of Economics and Management, Bogor, Indonesia
3School of Business, IPB University SB IPB Building, Pajajaran Road, Bogor, Indonesia 16151
Corresponding Author: Tubagus Ridwan Akhmad
ABSTRACT
Traditional markets have a strategic function as a driver of the local economy that can increase employment opportunities and local revenue (PAD). The low quality of service and competitiveness of traditional markets are the main problems that hinder their function and role. The purpose of this study is to determine the priority scale for improving the service quality attributes of traditional markets by referring to the Indonesian National Standard (SNI). This study took Rau Market in Serang City as a case. Research respondents were taken randomly from the population of traders in the market and were also strengthened by interviews with buyers and market managers. Data from interviews with trader and buyer respondents were analyzed using the Importance Performance Matrix (IPM) method. The results of this study indicate that there are nine service quality attributes that are considered very important by customers but their performance levels are considered still unsatisfactory, namely market cleanliness, waste collection, public facility conditions, market drainage, waste and garbage management, the ability of officers to supervise the conformity of goods prices with the facilities provided, the ability of officers to supervise the quality of goods, the ability of officers to give strict sanctions to violators of the rules, the ability of officers to supervise the price of goods. The results of the study can be a reference for the Regional Government in allocating budgets for traditional markets by prioritizing aspects of market management and maintenance.
Keywords: Importance Performance Matrix, customer satisfaction, service quality
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