Analysis Of Customer Satisfaction In Shoes Cleaning And Care Company X Using Service Quality (Servqual) Method

Hasri, Dicky Pradana (2023) Analysis Of Customer Satisfaction In Shoes Cleaning And Care Company X Using Service Quality (Servqual) Method. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

As a result of increasing in human population, one of the products that increased in demand is footwear or shoes in general. The usage of shoes accompanies almost daily life of human from work, sport, hang out and even daily activity. To maintain the condition of shoes used, a proper cleaning and care for it is needed. One of the businesses born from this situation is a Shoes Cleaning business to cover the need for those that lack time or knowledge to take care of their shoes. To maintain the customer satisfaction, a proper knowledge about the service quality of the business is needed. This research aims to solve a problem of customer complaining about the service serve. From the duration of service provided, the responsiveness of company account until the price of service. To resolve this problem methodology used is SERVQUAL model by analyzing the gap that happened between customer expectation to service and the actual perception of service they feel. From the GAP found, pareto analysis decide which attribute that should be focus in this research. Thisresearch found that from 18 attributes decided, 5 attributes have positive gaps while the other 13 attributes have negative gap value. With positive gap value shows customer expectation is met which shows customer satisfaction while negative gap value shows that the expectation of customer is not met which means it need improvement. From the 13 attributes that shows negative gap value, Pareto analysis is used to decide which attributes to become the focus of this research improvement. Pareto analysis decide that 9 attributes which cover 80% of the event in this case complaint. These 9 attributes which are how strategic location of the company; how clean the company building and environment; the results of the service are in accordance with the promises given; employees provide services on time; employees inform customers about their products properly and accurately; employees always respond quickly to customer complaints; skilled employees in serving customers, and the ability of employees can be trusted; it's easy for customers to contact Shoes Cleaning & Care Company X (employees) become the focus of research improvement to improve customer satisfaction to the service served by company

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Shoes Cleaning Business; Customer Satisfaction; SERVQUAL; Pareto
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Dicky Pradana Hasri
Date Deposited:	11 Aug 2023 06:54
Last Modified:	11 Aug 2023 06:54
URI:	http://repository.its.ac.id/id/eprint/104381

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