Evaluasi Kualitas Layanan Dan Loyalitas Pelanggan Laboratorium Pengujian Mutu Dengan SERVQUAL, NPS, Dan Driver Analysis

Auliya, Muftiyana Zulfa (2026) Evaluasi Kualitas Layanan Dan Loyalitas Pelanggan Laboratorium Pengujian Mutu Dengan SERVQUAL, NPS, Dan Driver Analysis. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Laboratorium Pengujian Mutu (LPM) merupakan unit pelayanan teknis yang menyediakan jasa pengujian produk kelautan dan perikanan. Meningkatnya jumlah permohonan pengujian dan masih ditemukannya pengaduan pelanggan terkait keterlambatan penerbitan Lembar Hasil Analisa (LHA), keterlambatan penyampaian informasi, gangguan sistem pelayanan digital, dan lambatnya respons petugas menunjukkan bahwa kualitas pelayanan masih perlu ditingkatkan. Selain itu, meskipun sebagian pelanggan menggunakan jasa laboratorium secara berulang, tingkat loyalitas pelanggan belum pernah diukur secara sistematis. Penelitian ini bertujuan mengevaluasi kualitas pelayanan, mengukur loyalitas pelanggan, serta mengidentifikasi dimensi kualitas pelayanan yang paling berpengaruh terhadap kepuasan pelanggan sebagai dasar penyusunan rekomendasi peningkatan kualitas layanan. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 55 responden. Analisis dilakukan menggunakan metode Service Quality (SERVQUAL), Net Promoter Score (NPS), dan Driver Analysis. Hasil penelitian menunjukkan bahwa masih terdapat kesenjangan antara harapan dan persepsi pelanggan, dengan dimensi responsiveness memiliki nilai gap terbesar sebesar -0,33. Hasil importance performance analysis menunjukkan bahwa atribut yang berkaitan dengan kecepatan respons petugas dan penyampaian informasi menjadi prioritas utama perbaikan. Pengukuran NPS menghasilkan skor 80% yang menunjukkan loyalitas pelanggan berada pada kategori sangat baik, sedangkan Driver Analysis menunjukkan bahwa secara simultan seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pelanggan, namun secara parsial hanya dimensi Tangibles yang berpengaruh signifikan. Berdasarkan hasil penelitian, Laboratorium Pengujian Mutu perlu memprioritaskan peningkatan kecepatan pelayanan dengan mengevaluasi alur pelayanan, respon customer service dengan membuat standar waktu respon, penyampaian informasi status pengujian, pengembangan sistem pelayanan digital, serta mempertahankan kualitas fasilitas pelayanan guna meningkatkan kepuasan dan loyalitas pelanggan secara berkelanjutan. =====================================================================================================================================
The Quality Testing Laboratory (Laboratorium Pengujian Mutu, LPM) is a technical service unit that provides marine and fishery product testing services. The increasing number of testing requests and the continued presence of customer complaints related to delays in issuing Analysis Results Sheets (LHA), delays in information delivery, disruptions to the digital service system, and slow response from staff indicate that service quality still needs to be improved. Furthermore, although some customers use laboratory services repeatedly, customer loyalty levels have never been systematically measured. This study aims to evaluate service quality, measure customer loyalty, and identify the service quality dimensions that most influence customer satisfaction as a basis for developing recommendations for service quality improvements. The study used a quantitative approach involving 55 respondents. Analysis was conducted using the Service Quality (SERVQUAL), Net Promoter Score (NPS), and Driver Analysis methods. The results showed that there is still a gap between customer expectations and perceptions, with the responsiveness dimension having the largest gap value of -0.33. The results of the importance performance analysis indicated that attributes related to the speed of staff response and information delivery were the main priorities for improvement. NPS measurement produces a score of 80% which indicates customer loyalty is in the very good category, while Driver Analysis shows that simultaneously all SERVQUAL dimensions have a significant effect on customer satisfaction, but partially only the Tangibles dimension has a significant effect. Based on the research results, the Quality Testing Laboratory needs to prioritize increasing service speed by evaluating service flow, customer service response by creating response time standards, delivering test status information, developing a digital service system, and maintaining the quality of service facilities to increase customer satisfaction and loyalty sustainably.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Driver Analysis, Kualitas Layanan laboratorium, Laboratorium Pengujian Mutu, Loyalitas pelanggan, NPS, SERVQUAL, Driver Analysis, Laboratory Service Quality, Quality Testing Laboratory, Customer Loyalty, NPS, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Muftiyana Zulfa Auliya
Date Deposited:	24 Jul 2026 02:10
Last Modified:	24 Jul 2026 02:10
URI:	http://repository.its.ac.id/id/eprint/136697

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