Penerapan Metode Service Quality pada UD. Triple-X untuk Mengukur Tingkat Kepuasan Pelanggan
Abstract
In today's era of global business competition, industrial companies must always keep up in a better direction so that they can survive in the midst of innovation rapid changes. This also applies to companies in the field of bag production. Every year, the presence of bags of various designs provides a blend of functionality, creativity, quality, modernity, as well as simplicity. The increasing number of products and product variants stems from the increasing number of needs for the use of bags. From observations on partners activities, a number of consumer complaints were obtained including product quality, service that was less representative, and product prices that were less affordable. As a result, sales decreased by 20% in the period of October, November, and December 2021. However, to determine and test the role of satisfaction, as the cause of the decline in sales, it is necessary to carry out a structured measurement. One way is through the use of the Servqual method. The results of the case studies applied to partners showed that there was a negative servqual value. Actions need to be taken to overcome all attributes that have a negative gap value, which is formulated as a proposed improvement. Partners accept improvement proposals well.
Downloads
References
[2] L. Cendahani, Hamzah, “Analisis Kualitas Layanan E-Commerce Terhadap Kepuasan Pelanggan Menggunakan Metode E-Servqual (Studi Kasus: Website Sale Stock Indonesia),” J. JARKOM Vol . 7 No . 2 Desember 2019 E- ISSN 2338-6304, vol. 7, no. 2, pp. 140–149, 2019.
[3] Narto, “Pengukuran Tingkat Kualitas Pelayanan Pit-Stop Kopi,” J. INTECH Tek. Ind. Univ. Serang Raya, vol. 5, no. 1, pp. 11–16, 2019.
[4] E. Sumarya, “Desember 2019 Peningkatan Kualitas Pelayanan Fasilitas Rumah Kos-Kosan Di Perumahan X Kota Batam Dengan Metode Service Quality E-ISSN 2598-9987 J. Profisiensi, vol. 7, no. 2, pp. 112–121, 2019.
[5] S. Fadillah, Hadining, “Analisis Kepuasan Pelanggan Abc Laundry Dengan Menggunakan Metode Service Quality, Importance Performance Analysis (IPA) Dan Customer Satisfaction Index (CSI),” J. Jati Undip, vol. 15, no. 1, pp. 1–10, 2020.
[6] S. Khaerudin, Srisulistiowati, “Model Kepuasan Orang Tua/Wali Siswa Berdasarkan Peningkatan Kualitas Pelayanan Sekolah Secara Berkelanjutan (Studi Kasus TK. Bina Mulia),” J. Inform. Inf. Secur., vol. 2, no. 1, pp. 11–22, 2021, doi: 10.31599/jiforty.v2i1.653.
[7] F. Mayasari, Muljono, “Kepuasan Pengguna Informasi Pertanian Dan Strategi Diseminasi Teknologi Pertanian Melalui Pemanfaatan Aplikasi Itani,” J. Penyul., vol. 16, no. 1, pp. 174–184, 2020.
[8] D. Pravadieo, Widyaningrum and Fathani, “Analisis Keluhan Pelanggan Terhadap Perusahaan Daerah Air Minum Giri Tirta Dalam Penyediaan Air Bersih Dengan Metode Service Quality Di Kota Gresik” J. Sist. Dan Tek. Ind., vol. 2, no. 2, pp. 231–235, 2022.
[9] Pramudayanti & Rahardjo, “Jurnal Bisnis Manajemen Dan Kewirausahaan,” J. Bisnis Manaj. dan Kewirausahaan, vol. 3, no. 1, 2022.
[10] Yayang Eluis, “Pengukuran kepuasan pelayanan menggunakan metode servqual,” J. Ilm. Bina Nusant. Jaya, vol. 1, no. 97, pp. 73–79, 2019.
[11] Aprillia & Magdalena, “Pengukuran Kualitas Layanan Dalam Bidang Pendidikan Tinggi,” J. Manaj. Maranatha, vol. 18, no. 1, pp. 11–22, 2018, doi: 10.28932/jmm.v18i1.1092.
[12] D. Arafatur, Astri, “Analisis IPA Dalam Mengukur Kepuasan Pelanggan PT . Medion Ardhika Bhakti Berdasarkan Dimensi SERVQUAL,” J. Adm. Prof., vol. 1, no. 2, pp. 27–34, 2020.
