Analisis Kualitas Layanan Terhadap Pelanggan menggunakan Metode Service Quality (Servqual) di PT. Pakar Biomedika Indonesia
DOI:
https://doi.org/10.32897/retims.2024.6.1.3413Keywords:
ServQual, Importance Performance Analysis, Service QualityAbstract
PT Pakar Biomedika Indonesia is a company engaged in the production and distribution of health diagnostic tools. In its business operations, service quality plays a pivotal role in building customer trust and achieving profitability. The aim of this research is to comprehend customer perceptions and propose solutions to enhance service quality. Consequently, an analysis is imperative to improve service quality, enabling PT Pakar Biomedika Indonesia to determine appropriate steps for enhancement. The applied methods to gauge customer perceptions and suggest solutions involve the Service Quality and Importance Performance Analysis (IPA) methods. These methods assess customer perceptions across five dimensions and identify attributes that need improvement based on the four quadrants in the IPA matrix. The results of the Service Quality and IPA analysis indicate a service quality score of 0.99, signifying customer dissatisfaction. Areas requiring improvement encompass the physical quality of products, consistency and accuracy of product results, team capability in handling emergency delivery situations, a sense of security and trust in product usage, as well as satisfaction with solutions provided in challenging situations.
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