Analysis of Service Quality Using the Servqual Method and Importance Performance Analysis (IPA) at PT. XYZ

Suprianto, Oskar

Analysis of Service Quality Using the Servqual Method and Importance Performance Analysis (IPA) at PT. XYZ

dc.contributor.advisor	Harlan, Fandy Bestario
dc.contributor.author	Suprianto, Oskar
dc.date.accessioned	2024-08-30T07:10:36Z
dc.date.available	2024-08-30T07:10:36Z
dc.date.issued	2024-08-22
dc.description.abstract	The data shows a significant number of consumers canceling their home unit purchases in 2023, which has become a serious concern for PT. XYZ. In the highly competitive market of Batam with 70 developers, service quality is key to maintaining a competitive edge. This study aims to measure customers' expectations and perceptions of the service and identify the gap between them using the Servqual and Importance Performance Analysis (IPA) methods. The results indicate a discrepancy between customer expectations and perceptions of the service quality provided. Based on the Importance Performance Analysis (IPA) and Cartesian diagram, several service quality attributes are classified as very low, and improvements will be made in these areas. The researchers suggest that PT. XYZ should pay more attention to the quality of service provided to customers and focus on improving the reliability and responsiveness dimensions.
dc.identifier.citation	IEEE
dc.identifier.kodeprodi	KODEPRODI63311#ADMINISTRASI BISNIS TERAPAN
dc.identifier.nidn	NIDN0021099302
dc.identifier.nim	NIM4122001055
dc.identifier.uri	https://repository.polibatam.ac.id/handle/PL029/1921
dc.language.iso	en
dc.publisher	Politeknik Negeri Batam
dc.title	Analysis of Service Quality Using the Servqual Method and Importance Performance Analysis (IPA) at PT. XYZ
dc.type	Article