Analysis of Service Quality Using the SERVQUAL Method and Root Cause Analysis (RCA) (Case Study: XYZ)
Analisa Kualitas Layanan Dengan Penerapan Metode SERVQUAL dan Root Cause Analysis (RCA) (Studi kasus: XYZ)
DOI:
https://doi.org/10.21070/ups.11706Keywords:
Service Quality, Customer Satisfaction, SERVQUAL, Root Cause Analysis (RCA)Abstract
Service quality is essential for meeting customer expectations and maintaining business competitiveness. XYZ has recently received several service-related complaints, accompanied by a decline in transactions. This study aims to identify service quality gaps, determine priority attributes for improvement, analyze their root causes, and propose appropriate recommendations. The SERVQUAL method was used to measure gaps between customer perceptions and expectations, while weighted SERVQUAL identified the priority attribute and Root Cause Analysis (RCA) determined its underlying cause. The results showed that several service attributes had negative gap values. The largest negative weighted gap, -0.01161, occurred in the tangibles dimension, particularly in employees’ clean, neat, and appropriate appearance. RCA revealed that the main cause was the absence of employee appearance standards. Therefore, XYZ should implement an SOP covering uniforms, clothing cleanliness, identification badges, and personal grooming to reduce service quality gaps
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