Customer Satisfaction Analysis By Integrating Service Quality (Servqual) Methods And Importance Performance Analysis

This study aims to determine the indicators that affect quality of service for company. Service analysis is carried out by integrating Quality (Servqual) and Importance Performance Analysis (IPA) methods. Servqual a method identifies using five dimensions: tangible, reliability, responsiveness, assurance, empathy. Each dimension in deployment becomes several describe moment truth company provides consumers. The results measurement have then measured relationship between consumer perceptions priorities improving which translated through quadrant. quadrant has its own meaning. this indicate attributes found 1 be priority improvement are (administrative) patience indicator listening complaints contained assurance with satisfaction level value 4,086 points an importance 4,114