Minimarket Parking in Surabaya Rated Adequate, Study Finds Gaps in Responsiveness and Fairness
Parking facilities at minimarkets across Surabaya generally meet customer needs, but service responsiveness and perceived fairness still lag behind. That is the central finding of a peer-reviewed study by Fiona Oktavia Putri, Sapto Pramono, Kresna Adhi Prahmana Putra, and Amirul Mustofa from Universitas Dr. Soetomo, published in 2026. The research highlights how everyday facilities such as parking play a measurable role in urban service quality and customer experience in Indonesia’s second-largest metropolitan area.
The study matters because minimarkets are deeply embedded in daily urban life. For millions of residents, a short stop at a minimarket is part of routine mobility. When parking is poorly managed, it can disrupt traffic flow, reduce customer comfort, and weaken perceptions of public order. By examining parking quality through the eyes of customers, the researchers provide evidence that small-scale urban services deserve serious policy and business attention.
Parking as an Urban Service Issue
Surabaya has experienced rapid growth in both retail outlets and private vehicle ownership over the past decade. Minimarkets continue to expand into dense residential neighborhoods, often operating in limited physical space. As a result, parking areas—especially for motorcycles and cars—have become a point of friction between consumers, business operators, and city regulators.
Unlike large shopping centers, minimarkets rely on quick customer turnover. Parking that is hard to access, feels unsafe, or appears unfairly managed can discourage repeat visits. The authors position parking not merely as a business facility, but as a form of street-level public service that directly affects urban mobility and neighborhood order.
How the Study Collected Customer Views
The research used a quantitative survey approach focused on customer perception. A total of 51 minimarket customers in Surabaya were selected using purposive sampling. Respondents were asked to rate parking conditions using a five-point scale ranging from “very poor” to “very good.”
Instead of technical engineering standards, the authors adopted a public policy evaluation framework commonly used to assess government services. Six dimensions were applied to parking services:
1. Effectiveness
2. Efficiency
3. Adequacy
4. Equity
5. Responsiveness
6. Appropriateness
This approach allowed the researchers to translate everyday parking experiences into measurable indicators that are relevant for both policymakers and retail operators.
Key Findings at a Glance
Overall, minimarket parking quality in Surabaya falls into the moderate to high category, with average scores ranging from 3.47 to 3.77 out of 5. None of the dimensions reached an “excellent” level, indicating room for improvement across the board.
Key results include:
1. Effectiveness (mean 3.77)Parking areas generally support customer shopping activities. Most respondents reported that parking locations are easy to identify and usable during normal shopping hours.
2. Efficiency (mean 3.66)
Customers typically do not spend excessive time finding parking. This suggests that existing layouts are functional, especially for short visits.
3. Adequacy (mean 3.63)
Motorcycle parking is considered sufficient in most locations, reflecting local mobility patterns. Car parking, however, is less consistently available.
4. Equity (mean 3.62)
Parking services are viewed as relatively fair, but not uniformly so. Some respondents questioned whether all customers receive equal treatment, particularly during busy periods.
5. Responsiveness (mean 3.47)
This is the weakest dimension. Customers reported that parking attendants are not always quick to assist or respond to problems, especially when spaces are crowded.
6. Appropriateness (mean 3.60)
Parking arrangements generally fit local conditions, but space limitations reduce flexibility in dense neighborhoods.
Why Responsiveness Matters Most
Among all dimensions, responsiveness stands out as the most critical gap. Slow reactions from parking attendants can quickly undermine customer trust, particularly when vehicles are blocked or safety concerns arise. The authors emphasize that responsiveness is not only about manpower, but also about training, supervision, and clear service standards.
According to Amirul Mustofa of Universitas Dr. Soetomo, parking quality reflects the broader performance of urban service delivery. He notes that when frontline services fail to respond quickly, public confidence in local governance and retail management erodes, even if physical facilities appear adequate.
Implications for Business and Policy
For minimarket operators, the findings show that improving parking does not necessarily require large infrastructure investments. Enhancing staff responsiveness, clarifying parking rules, and ensuring visible supervision may significantly improve customer perception.
For local government, the study offers evidence-based input for urban service regulation. Parking management around minimarkets sits at the intersection of private business and public space. Clear standards, consistent enforcement, and cooperation between retailers and municipal authorities could help reduce neighborhood congestion and informal parking practices.
For urban residents, better parking management contributes to smoother traffic flow, improved safety, and a more orderly streetscape. The research underscores that small service improvements can produce tangible quality-of-life benefits.
Academic Insight from the Authors
In their analysis, the authors stress that parking services should be evaluated as part of public service performance, not treated as a secondary operational issue. By applying public policy evaluation criteria, they demonstrate that customer perception offers a reliable lens for assessing everyday urban infrastructure.
This perspective positions minimarket parking as an entry point for broader discussions about service equity, accountability, and responsiveness in rapidly growing cities.
Author Profiles
Fiona Oktavia Putri, S.A. Universitas Dr. Soetomo.Sapto Pramono, M.A. Universitas Dr. Soetomo,
Kresna Adhi Prahmana Putra, M.A., Universitas Dr. Soetomo.
Amirul Mustofa, S.Sos., M.AP.,Universitas Dr. Soetomo.
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