Abstract
Service providers in this highly competitive market are demanded to find ways to attract new customers, retain existing customers, and pursue customers’ loyalty. The quality of the service which has to deliver to the customers has been considered as a critical factor for the success of the service providers by a reason of its close connection to customer satisfaction. This paper aimed to assess the service quality of the service firms and identify what dimensions they have to prioritize to attain the customer satisfaction. SERVPERF model was employed to achieve the first objective while importance-performance analysis was utilized for the second objective. A case study was conducted in Ahmad Yani International Airport, Indonesia, to demonstrate the applicability of the method.
Highlights
Service quality currently has been considered as a strategic tools for positioning and means of attaining operational efficiency, improving business performance [1], as well as a key factor for the success of service providers
It is argued that the conceptual basis of the SERVQUAL scale is confusing with the service satisfaction and suggested to leave the perception alone [8]; the SERVPERF model plays its role
The research has demonstrated the assessment of service quality using weighted SERVPERF and identified the attributes of the service providers that perceived important by the customers and its performance
Summary
Service quality currently has been considered as a strategic tools for positioning and means of attaining operational efficiency, improving business performance [1], as well as a key factor for the success of service providers. The improvement of service quality will result in the satisfaction improvement of service customers [2]– [4]. In SERVQUAL model, service quality is linked to the concepts of disconfirmation or gap between customers’ perceptions and expectations. Even though it is intuitively appealing and conceptually sensible, the ability of these scores to provide additional information beyond that already contained in the perception component is under doubt. It is argued that the conceptual basis of the SERVQUAL scale is confusing with the service satisfaction and suggested to leave the perception alone [8]; the SERVPERF model plays its role
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