| Transmart Carrefour is one of many retail corporations in Indonesia and are known for it’s hypermart concept. As of now, Carrefour is operating 25 retails in DKI Jakarta, but only 4 retails are opened in West Jakarta Region. This amount is fewer than the other region even though West Jakarta is the second biggest population region in DKI Jakarta. Also, there were complaints from many interviewees on every retail in West Jakarta region. Therefore, this matter needs a research on the service quality of Transmart Carrefour retails in West Jakarta so that we can know what services needs to be maintained or improved. The quality services will be analyzed by an integration of Importance Performance Analysis (IPA) and Zone of Tolerance (ZOT) methods. IPA method can categorize every service’s attributes according to the IPA matrix while ZOT method can sort those attributes from the most prioritized so that there can be improvements for the attributes. Data collection for this research is done with questionnaire shared to 104 samples from all Transmart Carrefour retails in West Jakarta. Sample selections are determined by purposive sampling, whereas each sample is picked by certain criteria (customer from Transmart Carrefour Jakarta Barat that had been visiting and shopping minimum of 2 times in the last 6 months. Based on the processed data using both methods from before, it can be concluded that the attributes which needed an improvement are stock availability, variation of products that are sold, good products condition, and customer complaints are handled according to the procedure. Improvements that can be done such as listing various products that are prone to be out of stock and paying attention to ethics when handling a complaint based on guidelines from Walmart. |