From study to customer, we found that service in LOKA Flavor Bliss was more than expected (gap +0.26) and LOKA Cibubur was less than expected (-0.13) even though overall respondent experience of shopping in LOKA was 8.3 and 8.0 respectively. The Net Promoter Score for LOKA Flavor Bliss and LOKA Cibubur was 16.7% and 23.8% respectively. Further analysis using Important-Performance Analysis, there were some services that need to be improved, while other services might be considered as potential to be strength for LOKA. LOKA store staff awareness and understanding in ICEPAT and Engage, Experience, Every day was assessed through interview. Level of awareness in both stores are more than 70% and might be considered as acceptable while the room for improvement was always possible to do.
Supervisor: Retno Dwiyanti Setyaningsih
(CONFIDENTIAL 31 OCTOBER 2016)