Application of the servqual method to increase customer satisfaction in renting tronton trucks
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Published:
Dec 30, 2023
Keywords:
Customer Satisfaction, Importance Performance Analysis, ServQual
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Abstract
This study aims to apply the ServQual and Importance Performance Analysis methods at PT. Srikandi Transolusindo Intilam to increase customer satisfaction in renting tronton trucks. Feelings that arise as a result of an evaluation of the experience of using a product or service, generally if consumers are not satisfied, there will be an exchange of communication with their environment about dissatisfaction with the producer and will affect the company's brand image which will have an impact as a loss and loss of potential new consumers. The method used for the application of the data is the ServQual and Importance Performance Analysis methods, namely the quality control method. The assessment for this method is that there are two main factors regarding the quality of service, namely the perception that the customer has, and the service received by the customer (perceived service) from the service that the customer expects them to receive (expected service). Based on these results, this method can assess customer satisfaction in renting a tronton truck at PT. Srikandi Transolusindo Intilam.
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Siregar, S. N. H. ., & Puspasari, R. . (2023). Application of the servqual method to increase customer satisfaction in renting tronton trucks. Journal of Intelligent Decision Support System (IDSS), 6(4), 269-276. https://doi.org/10.35335/idss.v6i4.191
References
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Firmansyah, A. F., Ismiyah, E., & Jufriyanto, M. (2021). Analisis Kepuasan Pelanggan Terhadap Pelayanan Barbershop Dengan Menggunakan Metode Service Quality Dan Quality Function Deployment. Jurnal Rekayasa Sistem Industri, 7(1), 6–13. https://doi.org/10.33884/jrsi.v7i1.4526
Hadining, A. F. (2020). Analisis Kepuasan Pelanggan Abc Laundry Dengan Menggunakan Metode Service Quality, Importance Performance Analysis (Ipa) Dan Customer Satisfaction Index (Csi). J@ti Undip : Jurnal Teknik Industri, 15(1), 1. https://doi.org/10.14710/jati.15.1.1-10
Muhammad Afiffuddin, D. W. (2022). Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Ud Arsyaindo. Teknik Industri, 5(2), 275–284.
Nugroho, A. B., & Samanhudi, D. (2020). Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Dan Merancang Strategi Pemasaran Dengan Metode Swot Pada Restoran Xyz. Juminten, 1(5), 13–24. https://doi.org/10.33005/juminten.v1i5.188
Rahmawati, A. Y., & Indriyanti, A. D. (2021). Analisis Sistem Informasi Mengukur Kepuasan Pelanggan pada PT . Taspen KCU Surabaya menggunakan Metode Servqual. Journal of Emerging Information Systems and Business Intelligence, 02(01), 28–31.
Renaldi, R., & Mulyati, D. S. (2022). Usulan Perbaikan Kualitas Pelayanan Restoran Menggunakan Metode Servqual dan Kano. Jurnal Riset Teknik Industri, 109–116. https://doi.org/10.29313/jrti.v2i2.1245
Silalahi, B. S., & Kaunang, F. J. (2022). Analisis Service Quality pada Aplikasi DANA berdasarkan Sudut Pandang Pelanggan di Daerah Bandung Menggunakan Metode Servqual dan Model Kano. TeIKa, 12(02), 121–133. https://doi.org/10.36342/teika.v12i02.2957
Sistem Teknik Industri, J., & Saputra, A. (2021). A Saputra, S Sofiyanurriyanti (2021). Jurnal SIstem Teknik Industri (JSTI), 23(1), 82–96.
Trinoto, A. A., & Zamakhsari, A. (2021). Analisis Kepuasan Pelanggan Terhadap Aplikasi Pelayanan Pelanggan dengan Metode CSI dan ServQual. STRING (Satuan Tulisan Riset Dan Inovasi Teknologi), 5(3), 342. https://doi.org/10.30998/string.v5i3.9178
Wijaya, M. H., & Rizani, N. C. (2022). Analisis Kepuasan Pelanggan Terhadap Pelayanan Shopee Express Dengan Metode Servqual. Presisi, 24(1), 41–50. https://ejournal.istn.ac.id/index.php/presisi/article/view/1145/763
Zuraidah, E. (2021). Analisa Pengaruh Kualitas Pelayanan PT Pos Indonesia Cabang Belitang Terhadap Tingkat Kepuasan Pelanggan Menggunakan Metode Servqual. PROSISKO: Jurnal Pengembangan Riset Dan Observasi Sistem Komputer, 8(2), 15–22. https://doi.org/10.30656/prosisko.v8i2.3702
Nst, M. A. E. (2018). Designing Service Quality for Goods Delivery Transportation Services Using Service Quality Methods at CV. Medan Masterpiece. IT (INFORMATIC TECHNIQUE) JOURNAL, 6(2), 124-136.
Aisy, N. R., & Suliantoro, H. (2019). ANALYSIS OF WIFI ID CORNER CUSTOMER SATISFACTION USING SERVICE QUALITY AND QUALITY FUNCTION DEPLOYMENT METHODS IN THE TELECOMMUNICATIONS BUSINESS AREA OF PT. INDONESIAN TELECOMMUNICATIONS, TBK. TANGERANG. Industrial Engineering Online Journal, 8(3).
Prananda, Y., Lucitasari, D. R., & Khannan, M. S. A. (2019). Application of the Service Quality Method (Servqual) to Improve Customer Service Quality. Options, 12(1), 1-11.
Rahmasari, T. (2019). Designing an Accounting Information System for Merchandise Inventory at a Convenience Store Using PHP and MySQL. @ is The Best: Accounting Information Systems and Information Technology Business Enterprise, 4(1), 411-425.
Ramdani, W. R., Valentine, A., Ramanidya, S., Fatma, S., Maulana, B. A., & Puspa, T. (2019). Literature Review of Attitudes and Satisfaction in the Online Trijournal of the Trisakti University Research Institute. JOURNAL OF RESEARCH AND SCIENTIFIC WORK OF TRISAKTI UNIVERSITY RESEARCH INSTITUTE, 4(1), 25-32.
Sebastian, A., & Pramono, R. (2021). THE INFLUENCE OF PERCEIVED VALUE, CUSTOMER SATISFACTION, CUSTOMER TRUST ON CUSTOMER LOYALTY AT NIKE OUTLETS IN JAKARTA. Fair Value: Scientific Journal of Accounting and Finance, 4(3), 698-711.
Anindya, A. P., & Iva Mindhayani. (2021). Analisis Kepuasan Pelanggan De Laundry dengan Menggunakan Metode Customer Satisfaction Index dan Service Quality. Jurnal INTECH Teknik Industri Universitas Serang Raya, 7(2), 129–136. https://doi.org/10.30656/intech.v7i2.3954
Anjayati, S. (2021). Review Artikel: Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Menggunakan Metode Servqual. Nursing Care and Health Technology Journal (NCHAT), 1(1), 31–38. https://doi.org/10.56742/nchat.v1i1.7
Ardiansyah, M. D., Ismiyah, E., & Rizqi, A. W. (2022). Penerapan Metode Service Quality pada UD. Triple-X untuk Mengukur Tingkat Kepuasan Pelanggan. JATI EMAS (Jurnal Aplikasi Teknik Dan Pengabdian Masyarakat), 6(2), 19. https://doi.org/10.36339/je.v6i2.575
Firmansyah, A. F., Ismiyah, E., & Jufriyanto, M. (2021). Analisis Kepuasan Pelanggan Terhadap Pelayanan Barbershop Dengan Menggunakan Metode Service Quality Dan Quality Function Deployment. Jurnal Rekayasa Sistem Industri, 7(1), 6–13. https://doi.org/10.33884/jrsi.v7i1.4526
Hadining, A. F. (2020). Analisis Kepuasan Pelanggan Abc Laundry Dengan Menggunakan Metode Service Quality, Importance Performance Analysis (Ipa) Dan Customer Satisfaction Index (Csi). J@ti Undip : Jurnal Teknik Industri, 15(1), 1. https://doi.org/10.14710/jati.15.1.1-10
Muhammad Afiffuddin, D. W. (2022). Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Ud Arsyaindo. Teknik Industri, 5(2), 275–284.
Nugroho, A. B., & Samanhudi, D. (2020). Analisis Kepuasan Pelanggan Menggunakan Metode Servqual Dan Merancang Strategi Pemasaran Dengan Metode Swot Pada Restoran Xyz. Juminten, 1(5), 13–24. https://doi.org/10.33005/juminten.v1i5.188
Rahmawati, A. Y., & Indriyanti, A. D. (2021). Analisis Sistem Informasi Mengukur Kepuasan Pelanggan pada PT . Taspen KCU Surabaya menggunakan Metode Servqual. Journal of Emerging Information Systems and Business Intelligence, 02(01), 28–31.
Renaldi, R., & Mulyati, D. S. (2022). Usulan Perbaikan Kualitas Pelayanan Restoran Menggunakan Metode Servqual dan Kano. Jurnal Riset Teknik Industri, 109–116. https://doi.org/10.29313/jrti.v2i2.1245
Silalahi, B. S., & Kaunang, F. J. (2022). Analisis Service Quality pada Aplikasi DANA berdasarkan Sudut Pandang Pelanggan di Daerah Bandung Menggunakan Metode Servqual dan Model Kano. TeIKa, 12(02), 121–133. https://doi.org/10.36342/teika.v12i02.2957
Sistem Teknik Industri, J., & Saputra, A. (2021). A Saputra, S Sofiyanurriyanti (2021). Jurnal SIstem Teknik Industri (JSTI), 23(1), 82–96.
Trinoto, A. A., & Zamakhsari, A. (2021). Analisis Kepuasan Pelanggan Terhadap Aplikasi Pelayanan Pelanggan dengan Metode CSI dan ServQual. STRING (Satuan Tulisan Riset Dan Inovasi Teknologi), 5(3), 342. https://doi.org/10.30998/string.v5i3.9178
Wijaya, M. H., & Rizani, N. C. (2022). Analisis Kepuasan Pelanggan Terhadap Pelayanan Shopee Express Dengan Metode Servqual. Presisi, 24(1), 41–50. https://ejournal.istn.ac.id/index.php/presisi/article/view/1145/763
Zuraidah, E. (2021). Analisa Pengaruh Kualitas Pelayanan PT Pos Indonesia Cabang Belitang Terhadap Tingkat Kepuasan Pelanggan Menggunakan Metode Servqual. PROSISKO: Jurnal Pengembangan Riset Dan Observasi Sistem Komputer, 8(2), 15–22. https://doi.org/10.30656/prosisko.v8i2.3702
Nst, M. A. E. (2018). Designing Service Quality for Goods Delivery Transportation Services Using Service Quality Methods at CV. Medan Masterpiece. IT (INFORMATIC TECHNIQUE) JOURNAL, 6(2), 124-136.
Aisy, N. R., & Suliantoro, H. (2019). ANALYSIS OF WIFI ID CORNER CUSTOMER SATISFACTION USING SERVICE QUALITY AND QUALITY FUNCTION DEPLOYMENT METHODS IN THE TELECOMMUNICATIONS BUSINESS AREA OF PT. INDONESIAN TELECOMMUNICATIONS, TBK. TANGERANG. Industrial Engineering Online Journal, 8(3).
Prananda, Y., Lucitasari, D. R., & Khannan, M. S. A. (2019). Application of the Service Quality Method (Servqual) to Improve Customer Service Quality. Options, 12(1), 1-11.
Rahmasari, T. (2019). Designing an Accounting Information System for Merchandise Inventory at a Convenience Store Using PHP and MySQL. @ is The Best: Accounting Information Systems and Information Technology Business Enterprise, 4(1), 411-425.
Ramdani, W. R., Valentine, A., Ramanidya, S., Fatma, S., Maulana, B. A., & Puspa, T. (2019). Literature Review of Attitudes and Satisfaction in the Online Trijournal of the Trisakti University Research Institute. JOURNAL OF RESEARCH AND SCIENTIFIC WORK OF TRISAKTI UNIVERSITY RESEARCH INSTITUTE, 4(1), 25-32.
Sebastian, A., & Pramono, R. (2021). THE INFLUENCE OF PERCEIVED VALUE, CUSTOMER SATISFACTION, CUSTOMER TRUST ON CUSTOMER LOYALTY AT NIKE OUTLETS IN JAKARTA. Fair Value: Scientific Journal of Accounting and Finance, 4(3), 698-711.
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