Integration of Servqual, Kano Model, and QFD to Design Improvement on Public Service System

Abstract

Customer satisfaction can be affected by the quality of service. Based on the results of a preliminary observation, it was found that there were many complaints about quality of service in the “x” sub-district. The aims of this research are to improve quality of service in “x” sub-district with integration of Servqual methods, Kano model, and QFD. In Servqual method, it is assumed that if attributes with low satisfaction score improved, it will improve the consumer satisfaction. However, not all improvement in the attributes of the quality of service will increase the consumer satisfaction. Therefore, the Servqual method will be combined with the Kano method to find the primary attributes to improve according to the relationship to the consumer satisfaction. While QFD is used to determine the priority of improvements. From the research results, there were 14 attributes required to improve and the main priority for improvement is to design official website of “x” sub-district.