SHARIA RETAIL STORE SERVICE STANDARDS BASED ON CUSTOMER PREFERENCES IN THE COOPERATIVEECOSYSTEM

: Cooperative-based Islamic retail businesses need to measure and improve their service performance to increase customer satisfaction to be superior in competitive markets. The adaptation of the SERVQUAL (service quality) measurement to the RSQS (retail service quality scale) scale has no sharia and co-operative dimensions. Therefore, the RSQS scale needs to be adapted to be SC-RSQS (Sharia_Co-operative_Retail Service Quality Scale) with the addition of sharia and cooperative dimensions. This adaptation has been validated by the panel of experts. On the other hand, SERVPERF (service performance) serves as a solution to the SERVQUAL weaknesses in measuring service performance. Satisfaction-and dissatisfaction-causing factors can be classified using Kano’s Model. Records of consumer desires are needed to qualitatively fill deeper substances, which are analyzed using coding analysis. The integration of SC-RSQS in SERVPERF and Kano’s Model was emphasized in this paper and was clarified using the coding analysis of customer records. This paper aimed to measure service performance, categorize customer requirements, and identify things that need to be considered in improving the performance of the 212 Mart cooperative retail store service in South Jakarta, Indonesia. The results show the level of satisfaction of cooperative members as the main consumers of this business is lower than non-cooperative members, 87% of customer requirements are in one-dimensional category, and the potential for customer dissatisfaction is higher than the potential satisfaction. 212 Mart must give cooperative members greater benefits than non-co-operative members, be more sensitive in providing services, and try to be more communicative with customers, especially cooperative members


INTRODUCTION
Political Islam has experienced a significant rise worldwide, as predicted by the National Intelligence Council (NIC) in 2004.Several key events reflect this trend: Erdogan's victory in Turkey after a failed coup attempt in 2016, Mahathir Mohamad's victory in the elections in Malaysia in 2018, and the establishment of the 212 Mart cooperative in Indonesia following the mass action of 2 December 2016.These events show the increasing influence of political Islam, which requires further study of its economic manifestations, including the role of Sharia cooperatives such as 212 Mart in advancing the economy and Muslim solidarity.
Service performance and customer satisfaction have an important relationship in the retail context, especially in Islamic cooperatives.Research shows that consumer satisfaction depends on meeting their expectations for service quality, which can be measured using models such as SERVPERF and RSQS.For Sharia cooperatives, complying with Sharia principles while maintaining high service quality can have a big impact on customer loyalty and business sustainability.This research aims to explore these dynamics, specifically looking at how 212 Mart's service performance influences customer satisfaction and loyalty.
The choice of 212 Mart in South Jakarta as the research object was chosen deliberately because of its unique position as a cooperative retail store based on Islamic values.In contrast to conventional retail stores, 212 Mart not only carries out an economic function but also reflects the spirit of economic solidarity among Muslims.Its rapid growth and the challenges it faces provide an opportunity to examine the effectiveness of cooperative retail services in building economic resilience among Muslim communities.
However, despite its initial success, 212 Mart faced several operational challenges, including declining member participation and profitability issues.The lack of in-depth research on these specific issues in the context of Islamic cooperatives creates a research gap.Identifying and addressing gaps in service performance and customer satisfaction at 212 Mart could provide valuable insights for similar cooperatives.
Overall, this research aims to address gaps in understanding the service performance of Sha-ria cooperative retail stores and their impact on customer satisfaction.The novelty in this research lies in the integration of RSQS with Sharia principles to produce the Sharia-Cooperative-Retail Service Quality Scale (SC-RSQS).These findings are expected to improve service strategies, providing benefits to cooperative members and the wider Islamic economic community.This study specifically seeks to answer how 212 Mart can improve its service performance, what customers expect from it, and what management actions are needed to increase customer satisfaction.

LITERATURE REVIEW Consumer Satisfaction
A study conducted by Tjiptono (2012) stated that consumer satisfaction is a condition when consumers realize their needs are fulfilled well.SERVPERF is a critique toward SERVQUAL as it considers service quality only using measurement of service performance that is visible and understandable by consumers (Cronin and Taylor, 1994;Zeithaml et al., 2009).RSQS is a further development of SERVQUAL to measure service quality in the retail sector that consists of five dimensions (Physical Aspects, Reliability, Personal Interaction, Problem-Solving, and Policy) and 28 service items (Dabholkar et al., 1996).

Cooperative-based Islamic Retailer
Cooperative focused on fulfilling its member's needs and complying with Islamic law principles in its operation.Meanwhile, the retail store is a business that relies on retail sales for its main sales (Kotler and Amstrong, 2008).Actually, the Islamic cooperative is an adoption of conventional cooperative but practically, it bases its operation on Islamic Law principles (Syafe'i, 2012;Sofiani, 2014;Hasan, 2018;Prijambodo, 2018).The difference between conventional retailers and cooperative-based retailers is in members as main consumers.Service provided by a cooperative in the supply of goods is (C1) providing high-quality daily consumer goods or services needed by its member; (C2) providing high-quality products and services; (C3) selling as cheap as possible; (C4) producing its own goods or services regarding on member needs (Syafe'i, 2012;Prijambodo, 2018;Nino, 2018).Service delivered by cooperatives is (C5) increasing its members' revenue through pur-chasing efficiency; (C6) improving members' welfare through affordable high-quality product (Syafe 'i, 2012;Nino, 2018).Further, the supply of goods and benefits of members are classified into the Retail Co-operative Service Dimension (RCSD).

Kano's Model
This Model is used to classify six categories of consumer demand for products and services and to identify which variable has the greatest impact (Matzler and Hinterhuber, 1998;Tan and Pawitra, 2001).The "Must-be" category is if there is bad service triggering consumer disappointment, or good service but no effect on consumer satisfaction.The "One-dimensional" category is when satisfaction depends on good or bad service delivered.The "Attractive" category is when good service improves satisfaction, and bad service does not affect satisfaction.The "Indifferent" category is when there is no effect of service quality on satisfaction.The "Reverse" category is when there is an a priori in functional-dysfunctional consideration.The "Questionable" category is if there is a contradiction in customer response to the questionnaire.

METHOD
This article used a quantitative approach supported by qualitative data.Specifically, this article used the "embedded concurrent" strategy with a quantitative approach as a major and a qualitative approach as a minor.With this strategy, the researcher gathered quantitative and qualitative data simultaneously under primary procedure as main guidance and secondary procedure as supporting guidance (Creswell, 2013;Bandur, 2019).A survey is used as a quantitative approach to explain perception, behavior, tendency, and opinion quantitatively in a particular population by questionnaire or test as an instrument (Sarwono, 2006;Creswell, 2010).Qualitative data were obtained to coincide with a survey of customer notes in the questionnaire.
This research adapts RSQS (Retail Service Quality Scale), Retail Co-operative Service Dimension (RCSD), and STD (Sharia Trading Dimension) into appropriate dimensions to meet research objectives in the measurement framework as Sharia_Co-operative_Retail Service Quality Scale (SC-RSQS).This adaptation and combination (RSQS+RCSD+STD) form 8 dimensions of SC-RSQS, namely 1) Physical aspects, 2) Reliability, 3) Personal interaction, 4) Problem-solving, 5) Policy, 6) Sharia Terms and Conditions, 7) Supply of goods, 8) Benefits for members.Validation of the formation of this dimension was carried out using the Principle Component Analysis (PCA) method.
This Research targeted on 212 Mart outlets in South Jakarta owned by KSKJS 212 with full brand partnership.The 212 Mart is a minimarket brand owned by Koperasi Syariah 212 (Koperasi Syariah 212, 2018).Koperasi Syariah 212 is a primary cooperative established by Moslem public figures as a manifestation of 212 mass action spirit and as a platform of economic struggle to achieve the sovereignty in economy (Koperasi Syariah 212, 2017).Koperasi Syariah 212 formed a community to establish KSKJS 212 as a legal entity to fulfill legal requirements for fundraising (KSKJS 212, 2017).
The population in this research was 212 Mart customers throughout DKI Jakarta.Based on the 212 Mart South Jakarta transaction record, not all members have shopped at 212 Mart, and nonmember customers were unregistered in the system.Kotler and Keller (2016) argued that consumers are all individuals who buy or acquire goods or services for personal consumption.Hence, it is unknown exactly how much the population is at 4 outlets of 212 mart in South Jakarta.The Indonesian National Standard Agency (BSNI) determines that retail stores with an area of + 50m2 have a service scale of 250 residents (BSNI, 2004).
Thus, I assumed that the ideal population of service coverage of all 212 Mart Jakarta outlets is 1000 residents.
Simple random sampling was used as a sampling method as no clear data about the distribution and level of the population.Siyoto and Sodik (2015) argue that if members of the population are considered homogeneous, then the sampling of population members is carried out randomly, without paying attention to the strata in the population which is called simple random sampling.Based on the Slovin formula in Sarwono (2006), 98 samples were obtained as the minimum number at the 10% degree of validity.
Primary data was obtained from question-naire responses and secondary data was obtained from internal documents of KSKJS 212 and publications from reliable sources.Primary data collection takes place when a health emergency status is issued so that it limits physical interactions.Data collection was conducted using online questionnaires and distributed via electronic messages personally with the assistance of 5 volunteers from administration staff and the 212 mart cashiers.The questionnaire sent reached 1,911 members of the KSKJS 212 and 97 non-member customers.The questionnaire contained 268 responses, but 63 respondents did not meet the requirements because they stated that they had never shopped at 212 Mart in South Jakarta.This study adopted 23 RSQS items in research in Turkey and Malaysia tested by Ahmad et al. (2014) from 28 RSQS items from Dabholkar et al. (1996).The research location of Ahmad et al. (2014), especially Malaysia, has identical conditions to Indonesia, which is relevant for adaptation.Referring to this study, reduction was carried out on 5 items of RSQS Dabholkar et al. (1996) (P14, P16, P18, P20, P28).The limitations of RSQS in accommodating RCSD and STD require adaptation to combine these three variables into the Sharia_Co-operative_Retail Service Quality Scale (SC-RSQS).The panel of experts to validate became the reinforcement for the merger.RSQS + RCSD + STD forms the SC-RSQS dimensions 1) Physical aspects, 2) Reliability, 3) Personal interaction, 4) Problem solving, 5) Policy, 6) Sharia Terms and Conditions, 7) Sharia Principles, 8) Supply of goods, 9) Benefit for members.
A similar adaptation was carried out in the study of Fatimah et al (2009) which adapted QFD to the Quality of Marriage Deployment.The use of a panel of experts to validate has been conducted by Beecham et al. (2005) and Al-aaidroos et al.
(2017) by combining new attributes of existing theories to form new models and conducting surveys of experts in relevant fields.Based on the literature review conducted, 6 RSQS attributes (P7, P10, P11, P21, P24, P27) were combined with STD and RCSD.There is also a combination of two STD attributes (S16 and S17) with 2 RCSD attributes (C3 and C4).There were also 3 STD attributes (S1, S6, and S8) and 2 RCSD attributes (C5 and C6) which did not change.Furthermore, to strengthen the variable construct, a panel of experts to validate was performed.
The majority of the experts in Table 1 tended not to rush and studied the proposed questionnaire for several days before providing answers.RSQS experts consisted of 3 business and management academics with minimum doctoral educational qualifications.RSD expert responses from 2 scholars represented fatwa institutions in Indonesia and 2 expert responses from academics in the fields of economics and sharia business.RCSD expert responses from 2 government officers at the cooperative, industry, and trade offices (Dinas koperasi, perindustrian, dan perdagangan) and 2 ex- pert responses from the Indonesian Cooperative Council (Dewan Koperasi Indonesia).There were 11 expert responses received as material for analysis in the panel of experts to validate.
Table 2 shows the differences of opinion on E_Q7.Two experts thought that mumayyiz may transact with certain conditions.On the other hand, the two experts agreed that the transaction was only valid if it was carried out by a mature person.In addition, the E_Q7 code received an unsuitable rating from 2 experts, or 50% of the total responses.To avoid distress and maintain validity, the researcher decided to eliminate the E_Q7 code.From the "panel of experts to validate", there were 29 items of SC-RSQS obtained to be the main discussion of this article.At least 17 items of RSQS were unchanged and 6 items of RSQS were adopted with unsuitable content with new codes Q7, Q10, Q11, Q17, Q20, and Q23.In sum, there were 6 items added with code Q24, Q25, Q26, Q27, Q28, Q29.
Validity and Reliability test conducted using SPSS (Statistical Package for the Social Sciences).Sugiyono (2006) stated that validity is tested by comparing the r count > r table with correlation significance below α.Siyoto and Sodik (2015) stated that the research instrument is reliable if reaches> 0.7.The test of reliability for qualitative data was conducted using the kappa test in NVivo 12 plus Software Package (Bandur, 2019).
In answering the first research question, descriptive statistics were used as a tool of analysis for Service Performance.According to Sarwono (2006), descriptive statistics refer to the transformation of raw data into a form that will make it easier for readers to understand and interpret the meaning of data or numbers whose main use is to describe the answers to observations.Answering the second research question, the first analysis of the Kano Model was conducted by tabulating response categories from each respondent based on the Kano categories table.Next, for considering categories at each attribute, Blauth's formula was used (Berger et al., 1993;Sauerwein et al., 1996).
Answering the third research question, Sauerwein et al. (1996) explained that the CS-coefficient shows how strong a product's features can influence satisfaction or, in the case of "non-fulfillment" customer dissatisfaction.The results of SERV-PERF scores, Kano's Model category, and CS-co-efficient value results were combined and grouped based on Kano's Model category to find out important things that have the potential to increase or decrease satisfaction.Response in qualitative data was analyzed using the coding analysis feature provided by NVivo 12 plus Software Package.Bandur (2019) states that NVivo 12 Plus uses queries as an analytical tool that is very helpful in qualitative or mixed-method research.The results of qualitative data analysis provide a deeper description about things that need consideration based on customer records.

RESULTS
All required parameters in the PCA test have been fulfilled.Kaiser-Meyer-Olkin (KMO) is greater than 0.5, and the sig value is smaller than 0.05.Likewise, the Measure of Sampling Adequacy (MSA) values all have values above 0.5.So, the data can be continued for analysis at the next stage.The Communalities values in the PCA Extraction Method all have a value of 0.5 to 0.8 except for the variable attribute Q11 with a value of 0.3.This means that almost all attributes can explain a factor of 50% to 80%.From the test results, it is known that the variable attribute Q11 cannot explain the factors well.So that the variable attribute Q11 is eliminated in the next discussion.
The average score of service performance in general is 3.9566.Hence, it can categorize as "satisfied".The satisfaction level of members (B and A + B) is lower than that of non-member respondents (B + C and A + B + C).In addition, the level of satisfaction of members is also lower than the average satisfaction score in general.The lowest average satisfaction value of 3.8636 is respondents with the character B + C. Frequency data shows that members who were active in shopping purchased on average once a month.The average value of satisfaction of members who shopped at least 2 times in January-April 2020 is 3.9416.This value is also lower than the average satisfaction score of non-members.
Kano's model questionnaire has functional and dysfunctional content that is appropriate and can be well understood by respondents with a questionable rate of <7% and a referral rate of less than 2%.This means that there are no large a priori and highly contradictory answers.There are no must-be, questionable, or reverse categories.The attractive category consists of 4 attributes and the indifferent category is 1 attribute.The one-dimen-sional category dominates the majority of the attributes with 24 attributes (82.76%).Satisfaction scores combined with EOS and EOD as a priority consideration for service improvements.A score of perception of satisfaction in the attractive category ranges from 3.7220 to 4.0878 and all attributes mode is EOS> EOD.The one-dimensional category has a perceived satisfaction rating ranging from 3.6390 to 4.2927 and has an EOS> EOD mode of 20.83% while the EOS <EOD mode is 79.17%.This means that in the one-dimensional category, the chance of decreasing satisfaction is greater than the opportunity for increasing satisfaction.As an input for innovation, management needs to pay attention to the value of EOS in the attractive category, which ranges from 0.44 to 0.71.All attributes in the one-dimensional category have obtained good scores and need to be maintained.There is one attribute in the indifferent category that does not need improvement.It is quite interesting to see the fact that 212 mart consumers are not very interested in increasing member income through spending savings.
There are some notes about Customer records on the RSQS that need more attention.In physical aspects, management must pay attention to cleanliness and make layout according to the type of goods with attention to aesthetics to make shopping enjoyable.In the reliability aspect, management must keep promises to provide quality goods at competitive prices and ensure prices on labels are always up to date with information that is accessible online.In the personal interaction aspect, waiters often look like they are busy and ignore customers, so it is necessary to deploy special personnel to help customers find products with sincere expressions and gestures as well as fast cashier service.In the problem-solving aspect, management must provide a channel for customer complaints handled by authorized personnel with a quick response and take prevention act by assigning a cashier to check goods in every transaction.In the policy aspect, management must ensure the quality and halal aspects of products at competitive prices through a fair and straightforward shopping promo program and extending operating hours.
Regarding on Sharia trade dimension and retail co-operative service dimension variable, there are several notes given by customers.In the Sharia terms and conditions aspect, management is expected to pay attention to Sharia rules of transaction particularly in the explication of price labels, product quality, and halal assurance.About Sharia principles, management is expected to be more serious in assisting SMEs and collaborating with them in supply chain or marketing.In the Supply of goods aspect, customers expected that products needed should be completely available, particularly SME products, and expected management to give more attention to quality and price competitiveness.Finally, in the Benefit for member aspect, the management is prompted by customers to give privileges in terms of more affordable prices or special services.

Table 5 Qualitative Findings Variable Attribute Summary
Physical aspects (Q1, Q2, Q3, Q4, Q5, Q6) Must pay attention to cleanliness and make a layout according to the type of goods with attention to aesthetics to make shopping fun.
Reliability (Q7, Q8, Q9, Q10, Q11) Keep the promise to provide quality goods at competitive prices and ensure prices on labels are always up to date with information that can be accessed online Personal interaction (Q12, Q13, Q14, Q15, Q16) Waiters often look as if they are busy and ignore customers.Hence, it is necessary to assign special personnel to help customers find goods with sincere expressions and gestures as well as quick cashier service.
Problem-solving (Q17, Q18, Q19) Providing a channel for customer complaints that are handled by authorized personnel with fast responses and taking precautions by checking goods by cashiers when making transactions.
Policy (Q20, Q21, Q22, Q23) Ensuring the quality and halal aspect of products at competitive prices through a fair and straightforward shopping promo program and extending operating hours.
Sharia Terms and Conditions (Q24, Q25) Be more serious in helping Moslem's SMEs by participating in fostering and collaborating both in supply chains and in marketing.
Supply of goods (Q26, Q27) Products must always be available in a more complete manner according to customer needs, especially products from SMEs with attention to quality and prices, not necessarily cheap but still competitive.
Benefit for Members (Q28, Q29) Providing privileges to customers in terms of slightly cheaper prices or special services.

DISCUSSION
This research aims to find Sharia retail store service standards based on customer preferences in the relevant cooperative ecosystem in Indonesia.This research found a good construct by combining 8 dimensions of SC-RSQS, namely 1) Physical aspects, 2) Reliability, 3) Personal interaction, 4) Problem-solving, 5) Policy, 6) Sharia Terms and Conditions, 7) Supply of goods, 8) Benefits for members.This is in line with Dabholkar et al., (1996) who stated that the addition or deletion of items, or even modification of the hierarchical factor structure can be done as needed.
This was also done by Kaul (2007) who again tested the RSQS instrument developed by Dabholkar et al., (1996).Testing was carried out using the Confirmatory Factor Analysis (CFA) method and found 2 items that were not relevant for application in India.Ahmad et al. (2014) in comparative research in Turkey and Malaysia using the Principle Component Analysis (PCA) me-thod found that only 23 RSQS items from Dabholkar et al. (1996) were relevant for use in both countries.Using the 8 dimensions of this research, the results show that the 28 items tested are relevant for use in Indonesia.
After obtaining sharia retail shop service standards in the relevant cooperative ecosystem in Indonesia.Customer preference testing carried out using the Kano model shows that the majority of customer desires are one-dimensional attributes.
The good performance of one-dimensional attributes must be maintained and must be more competitive on low-value attributes (Kano et al. 1984;Tan and Prawira, 2001;Kohli and Singh, 2021).Meeting these requirements will result in higher satisfaction and provide a competitive advantage for the institution, whereas failure to meet these requirements will lead to dissatisfaction (Kohli and Singh, 2021).
Strong attractive attributes are very appropriate to use as input for innovation (Kano et al. 1984;Tan and Prawira, 2001;Kohli and Singh, 2021).There are 4 things that can increase customer satisfaction, namely 1) transactions with halal non-cash payments, 2) Modern equipment and supplies, 3) Service materials (grocery bags, catalogs, or brochures) that are visually attractive (Islamic looking), and 4 ) Improve member welfare with cheap quality goods.
Management does not need to allocate energy to improvise on indifferent dimensions because customers are not interested in this (Kano et al. 1984;Tan and Prawira, 2001;Kohli and Singh, 2021).It is quite interesting to see the fact that consumers are not very interested in saving on shopping.Cheap prices are not something that management should provide.However, management must pay more attention to member benefits which are mandatory as a cooperative legal entity.

IMPLICATIONS
This research has several practical implications such as Giving special treatment for members.It is important to increase marketing reach to all members.If distance is an obstacle, management can consider establishing an online order feature.If limited information becomes an obstacle, management can optimize online communication media and ensure that every member has access to the same information.It is important to increase purchasing intensity among members.Products provided by 212 Mart are categorized into fastmoving consumer goods (FMCG).If time is an obstacle, management can offer weekly or monthly shopping programs for its members.The gap between members and non-members has been a concern.Management needs to gather feedback continuously or the complaint channel can be an alternative to periodic improvements.
Management urged to deepen the understanding of customer needs based on Kano's Model.As many as 82.76% were in the one-dimensional category, 1.38% in the attractive category, and 0.34% in the indifferent category.This means that management must be very sensitive in providing service.
In order to improve the service, management needs to pay attention to several things such as creating innovation in attractive categories.Management can establish a halal cashless payment method, sophisticate the equipment, cooper-ate with a digital printing vendor that has good visual communication design, and look for alternative product suppliers with quality assurance and more competitive prices from reputable brands.Maintaining service in the one-dimensional category starts with the highest service satisfaction score.One of the main things is finding alternatives to halal and quality assurance for SME products.If management wants improvisation, they can start from the lowest one-dimensional service performance category.Increasing the availability and variety of types of goods as needed can lead to performance improvement.

RECOMMENDATIONS
We recommend the approach used in this study to be replicated in future studies.The addition of dimensions regarding online retail store services will improve future studies.Moreover, the addition of importance-performance to the variables will allow future researchers to continue the results in the analysis of Quality Function Deployment (QFD) to obtain more detailed results.
This research scope is limited to 212 marts in the South Jakarta area.Hence, the results of this study may have limitations for a broader scope of generalization.In addition, the condition of customer needs is very dynamic and can change at any time.

CONCLUSIONS
From the analysis performed, we draw several conclusions that Generally, 212 Mart's service performance is good.However, the satisfaction of members is relatively lower than non --members.Even, the level of satisfaction of members who are relatively active in shopping is still lower than non-members.Based on the average frequency obtained, members do not always shop at 212 Mart Jakarta Selatan once a month.
The attributes classified in Kano's model show that 82.76% are categorized into the one-dimensional category.This means that 212 Mart management must be more sensitive with a very high level of customer sensitivity.However, there is one attribute with an interesting indifferent category, that 212 Mart consumers do not prioritize cheaper prices.Attractive category attributes include, 1) Able to serve transactions with halal cashless payments; 2) Modern equipment and sup-plies; 3) Service material (shopping bag, catalog, or brochure) that is visually appealing (looks Islamic).4) Improve the welfare of members with more affordable high-quality products.
To create innovation, it is necessary to pay attention to the 4 attributes in the attractive category, which refers to the score of perceived service performance satisfaction starting from the highest as the order of priority and the score of EOS as the potential impact of increasing satisfaction obtained.The chance of reducing satisfaction is higher than increasing satisfaction.Hence, 212 Mart management must be more careful in performing service.There is a finding of an attribute in the indifferent category that does not need a response.The main conclusion from the customer note is the need to provide pleasant shopping facilities with complete, halal, and quality-guaranteed Moslem products at clear prices and to improve interactions with customers, particularly members.

CITATIONE
Hakim, A., Suryadi, N., and Huda, C. 2024.Sharia Retail Store Service Standards Based on Customer Preferences in the Cooperative Ecosystem.Jurnal Aplikasi Manajemen, Volume 22, Issue 2, Pages 352-363.Malang: Universitas Brawijaya.DOI: http://dx.doi.org/10.21776/ub.jam.2024.022.02.05.I N D E X ED I N D O A J -D i r e c t o r y o f O p e n A c c e s s J o u r n a l s A C I -A S E A N C i t a t i o n I n d e x S I N T A -S c i e n c e a n d T e c h n o l o g y I n d e x D i m e n s i o n s G o o g l e S c h o l a r R e s e a c h G a t e G a r u d a I P I -I n d o n e s i a n P u b l i c a t i o n I n d e x I n d o n e s i a n O N E S e a r c h C O R R E S P O ND I N G A U T H O R A b d u r r a h m a n H a k i m U n i v e r s i t a s B r a w i j a y a , I n d o n e s i a

Table 3 . Quantitative Results Attribute code Perceive Satisfaction Kano's Model
The shop always has a stock of goods (the condition of which is known to the customer) that is needed in quantities that are not excessive.Q11* 4,1512 O There are no errors in the transaction (price on the item label, change money, and scales), and the sales receipt provided.Q12 3,9610 O Employees have sufficient knowledge to serve customers.Information: A=Attractive; O=One-dimensional; M=Must-be; I=Indifferent; * = Eliminated by PCA Sources: Processed Data (2023)