One of the most important factor for people to go to retail store in this current condittion of retail industry is the service that be delivered in every retail Industry. Because many retails store competing with each other to attract the customer and gain new market by delivering the best service that they can provide for it is customer. That is why every retail store should know and asses their service quality that they delivered into customer in order to know what their customer want and also response for the problem that customer facing and fixed the problem in order to give the best service to their customer.
This Research will elaborate The SERVQUAL (Service Quality) method for asses the service that deliver at The Tip-Top Supermarket that classified in the Supermarket category from the five categories of modern retail outlet, based on “Peraturan Menteri Perdagangan No. 70 year 2013”. As the Supermarket, Tip Top also facing the problem in their service, in this case with the Service Quality that need to be assesed and measure in order to help and see how far the management performance, also to create a solution for the Tip-Top Depok management for increasing the Service that resulting to increase their market share in the Indonesia retail industry.



Supervisor : Leonnard Ong