| Service quality is one of the main aspects in the service industry and retail industry. To overcome the increasingly fierce competition and maintain the existence of a Convenience Store, the quality of service from the company must be as good as possible in order to maintain the maximum possible store conditions. The current development conditions for Convenience Store in Indonesia, which have decreased, require employers in this field to improve the performance of their businesses. One of the problems of the business in this field for the current condition is the service it has. Because of this, the research was conducted aimed at analyzing the performance and quality of service of the Family Mart in West Jakarta and finding out how the consumer's response to the current conditions, then further determining what should be focused to achieve maximum customer satisfaction. , and proposed to improve the quality of service to the management of the Family mart in the West Jakarta area. This research is supported by several methods, namely the Service Quality method as a reference for determining service attributes, the Importance Performance Analysis method, and the Kano model in terms of determining the things that Family Mart management should do in the West Jakarta area in the future. With the integration between Service Quality and the Importance Performance Analysis and the Kano Model, service attributes are obtained which must be focused on further attention in order to make improvements in the future and to meet the needs of consumers. Of the attributes that were then made an improvement effort made in accordance with the existing problems and in accordance with the existing regulatory standards and operating standards that have been set by the store. |