ATTRIBUTES OF IMPROVING SERVICE QUALITY ON CONSUMER SATISFACTION WITH SERVQUAL APPROACH

Poniman Poniman

doi:10.36456/tibuana.3.02.2569.42-47

Abstract

This research aim to find out service quality attributes that can increase customer satisfaction. One service company is CV. Nirwana which is engaged in the sale and service of office equipment maintenance. winning business competition company must create a strategy that can improve the quality of service to consumers.Themethod used in this study is the ServQual Method which includes 5 main dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Emphaty. The ServQual method is a tool used to measure the services or products of the quality of services received by consumers. Based on the level of service quality there is a negative attribute value on the variable on the dimensions of reliability and responsiveness. Negative values indicate that the quality of service is not quality and consumers do not feel satisfaction with the services provided by the company. Positive values are found in the tangibles, assurance and empathy variables which show that the service provided can be said to be a surprise and consumers feel satisfaction with the service. Therefore, the company is expected to be able to improve the quality of services that are of negative value, namely engine cleanliness after repairs, speed and timeliness in providing services, seriousness and reliability of technicians in completing repairs, availability of historical data / recording systems that are good at service, providing service services in accordance with promise, Alertness in providing assistance to consumers if experiencing difficulties Provide a good explanation of repairs, costs and estimated time to consumers, the ability of service advisors in diagnosing customer problems / complaints.

Highlights

Consumer satisfaction is the main goal in service company services. companies must immediately make a strategy and careful planning in the face of competition in the present and the future by referring to "customer oriented" that is by studying and understanding everything related to consumers/ customers
Emphaty While the analysis used using the Servqual Method is a method that can give an explanation of the performance attributes to the discovery of the gap score
Based on the table above there are negative attribute values on the variables on the dimensions of reliability and responsiveness. negative values indicate that the quality of service is not quality and consumers do not feel satisfaction with the services provided by the company

Summary

Introduction

Consumer satisfaction is the main goal in service company services. companies must immediately make a strategy and careful planning in the face of competition in the present and the future by referring to "customer oriented" that is by studying and understanding everything related to consumers/ customers. Competition Service companies currently experiencing very tight competition, this can be seen from the increasing number of service companies, so companies must immediately create or design appropriate strategies and methods in dealing with these problems. Based on company data from 2015 to 2018, the number of consumers has decreased, the company must do concrete steps so that the company can again win the competition. Nirwana services can be seen in table 1 below: Based on the table above shows that there is a decrease in the number of consumers of users of company services CV. This can cause profits from the company to decrease. That it needs to be evaluated, to find what causes rather than a e-ISSN 2622-2035 decrease in the number of consumers who use care services in the CV.

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