¹Adriano Oktoriano,²Cahyano,³Erie Maulidia Safitri

^1,2,3Faculty of Engineering, Department of Industrial Engineering, Universitas Islam Jakarta

DOI : https://doi.org/10.47191/ijsshr/v7-i12-29

Google Scholar Download Pdf
ABSTRACT

This study evaluates the service quality of Studio Toha using the SERVQUAL and Quality Function Deployment (QFD) methods. The research focuss on analyzing the gaps between customer expectations and actual service delivery across five key dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data was collected through a survey of studio users utilizing a questionnaire designed to measure the importance and satisfaction levels of service attributes. Validity testing showed that all attributes were valid (r > 0,361) and demonstrated high reliability (Cronbach’s Alpha 0,804). The findings reveal that attributes such as 24-hour security and a well-functioning air conditioning system had the highest positive SERVQUAL scores (0,30 and 0,21, respectively), indicating customer satisfaction in this area. However, attributes like lobby crew availability (0,03) and timeliness in studio preparation (0,07) require significant improvement. These results emphasize the importance of facility maintenance, employee training, and the provision of suggestion boxes as critical steps for service enhancement. This study suggests ongoing improvement strategies to better align services with customer expectations and increase overall satisfaction. The research offers practical insights for Studio Toha’s management to identify strengths and areas for improvement, thereby maintaining competitiveness in the studio rental industry.

KEYWORDS:

Customer satisfaction, service quality, SERVQUAL, QFD

REFERENCES
1) Altuntas, S., & Kansu, S. (2020). An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study. Kybernetes, 49(10), 2419–2453. https://doi.org/10.1108/K-04-2019-0269

2) Iryaning Handayani, D., Prihatiningsih, T., & Ekayanti Rosyida, E. (2022). Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan : A Case Study Industri Garment Servqual Integration Model and Quality Function Deployment for Service Quality Assessment: A Case Study of the Garment Industry. Technology and Agriculture Journal), 3(1), 97–110. https://doi.org/10.37638/sinta.3.2.%25p

3) Khlystova, O., Kalyuzhnova, Y., & Belitski, M. (2022). The impact of the COVID-19 pandemic on the creative industries: A literature review and future research agenda. Journal of Business Research, 139(September 2021), 1192–1210. https://doi.org/10.1016/j.jbusres.2021.09.062

4) Lizarelli, F. L., Osiro, L., Ganga, G. M. D., Mendes, G. H. S., & Paz, G. R. (2021). Integration of SERVQUAL, Analytical Kano, and QFD using fuzzy approaches to support improvement decisions in an entrepreneurial education service. Applied Soft Computing, 112, 107786. https://doi.org/10.1016/j.asoc.2021.107786

5) Lukita, C., Pranata, S., & Agustin, K. (2020). Metode Servqual Dan Importance Performance Analysis Untuk Analisa Kualitas Layanan Jasa Pendidikan Tinggi Pada Mahasiswa Di Cirebon. Jurnal Digit, 9(2), 167. https://doi.org/10.51920/jd.v9i2.117

6) Rahmawati, D., Aulawi, H., & Kurniawati, R. (2023). Pengukuran Kualitas Layanan Berdasarkan Dimensi Service Quality (Servqual) Dengan Metode Zone of Tolerance (Zot) Dan Kano Pada Pet World. J@ti Undip: Jurnal Teknik Industri, 18(1), 21–32. https://doi.org/10.14710/jati.18.1.21-32

7) Runde, D. F., Rossow, R. M., Metzger, C. H., & ... (2020). Creative Economies in the Indo-Pacific and Covid-19. September. http://csis-website-prod.s3.amazonaws.com/s3fs-public/publication/200928_Creative_Economies_Indo_Pacific_Covid19.pdf

8) Santoso, C. A., Riyanto, D. W. U., & Nurjannah, D. (2024). Analysis of Service Quality on Customer Satisfaction with Gap-Servqual Method and Importance Performance Analysis. Business Innovation Management and Entrepreneurship Journal (BIMANTARA), 3(01), 59–77. https://doi.org/10.22219/bimantara.v3i01.33611

9) Sinollah, & Masruro, 2019. (2019). Berdasarkan analisis jalur, variabel kualitas layanan tidak memiliki pengaruh langsung atau tidak langsung terhadap loyalitas pelanggan. Yang mempengaruhi langsung terhadap loyalitas pelanggan dalam penelitian ini adalah kepuasan pelanggan. Jurnal Dialektika, 4(1), 45–64.

10) Trisnawati, E., & Subijanto. (2023). Pengaruh Kualitas Produk Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasanpelanggan Toko Nordtime39 Kinibalu. Jurnal Ekonomi, Bisnis, Dan Sosial, 1(1), 23–34.

11) Udayalakshmi, C., & Sridevi, J. (2023). Service quality models: A review with respect to fast food restaurants. BOHR International Journal of Social Science and Humanities Research, 2(1), 92–96. https://doi.org/10.54646/bijsshr.2023.30

Volume 07 Issue 12 December 2024