Title: The Comparison Study of Custommer’s Satisfaction between Carefour and Giant Hypermarket in Cikarang West Java

Author(s): Edy Supriyadi1, Lies Putriana2, Yanti Murni3

Affiliation: Graduate School Pancasila University, Mercu Buana University

 DOI : http://dx.doi.org/10.18535/ijsshi/v4i12.02


Abstract

This research purposed to know the customer satisfaction between Giant and Carrefour Hypermarket. The research methodology that the researcher used in this case is Quantitative analysis method. The sample size, the researchers calculate the minimum sample size required to make the research by using sample size for mean formula by slovin.    The result gives that this research requires minimum 180 respondents to gain the 95% level of confidence with the 0.5 standard of error and standard deviation 3.42.  The statistical analysis used anova to compare the customer’s satisfaction between two Carefour and Giant Hypermarket. The weighted mean used to evaluate what is dominant factor between them. The result were (1)The Carrefour and The Giant hypermarkets don’t have the significant difference in customer satisfaction (2) In product diversification factor that influences the customer satisfaction, Giant has better role (3) The quality of products in Carrefour is better than products in Giant (4) In product quality factor that influences the customer satisfaction, Carrefour has better role (5) The Quality of products in Carrefour is better than products in Giant (6) In pricing factor that influences the customer satisfaction, Giant has better role (7) Product’s pricing and pricing system in Giant is better than in Carrefour (8) In responsiveness factor that influences the customer satisfaction, Giant has better role (9) The Employees’ responsiveness in Giant is better than in Carrefour (10) In assurance factor that influences the customer satisfaction, Carrefour has better role (11)The  assurance in Carrefour is better than in Giant(12) In location factor that influences the customer satisfaction, Giant has better role

 

                               

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