ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA PEMBUATAN INTERIOR MENGGUNAKAN METODE SERVQUAL DAN IPA
DOI:
https://doi.org/10.33096/ytq4f419Keywords:
Kepuasan Pelanggan, Kualitas Pelayanan, SERVQUAL, IPA, Reliability.Abstract
Tujuan: Tujuan penelitian ini adalah untuk menganalisis tingkat kepuasan pelanggan terhadap kualitas pelayanan jasa pembuatan interior pada Sulawesi Interior dengan menggunakan metode Servqual dan IPA guna menentukan prioritas peningkatan kualitas pelayanan secara optimal.
Desain/Metodologi/Pendekatan: Metode penelitian ini menggunakan pendekatan kuantitatif dengan penyebaran kuesioner kepada pelanggan Sulawesi Interior, kemudian data dianalisis menggunakan metode Servqual dan Importance Performance Analysis (IPA) untuk mengukur kesenjangan serta menentukan prioritas peningkatan pelayanan.
Temuan/Hasil: Hasil penelitian menunjukkan kualitas pelayanan Sulawesi Interior tergolong baik, namun terdapat gap negatif terbesar pada ketepatan waktu pengerjaan (−0,60), kecepatan pelayanan (−0,53), dan kesiapan membantu pelanggan (−0,50). Analisis IPA menempatkan atribut tersebut pada Kuadran A sebagai prioritas utama peningkatan dimensi Reliability dan Responsiveness.
Dampak: Penelitian ini memberikan masukan strategis bagi manajemen Sulawesi Interior untuk meningkatkan efisiensi layanan, memperkuat dimensi Reliability dan Responsiveness, serta meningkatkan kepuasan dan loyalitas pelanggan dalam persaingan industri jasa interior lokal.
Kesimpulan: Kesimpulan penelitian ini menunjukkan bahwa kualitas pelayanan Sulawesi Interior secara umum baik, namun masih terdapat kesenjangan antara harapan dan persepsi pelanggan pada beberapa atribut utama. Peningkatan pada aspek Reliability dan Responsiveness diperlukan agar kepuasan pelanggan meningkat dan daya saing perusahaan semakin kuat.
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