DOI of the published article https://doi.org/10.37385/ijedr.v5i3.5772
Integration of service quality, importance performance analysis, and quality function deployment for service quality analysis at Dinotech Solution Company
Integrasi service quality, importance performance analysis, dan quality function deployment untuk analisis kualitas pelayanan jasa pada perusahaan dinotech solution
DOI:
https://doi.org/10.21070/ups.5878Keywords:
Service Quality, Importance Performance Analysis, House Of Quality, Quality Function DeploymentAbstract
Companies in the service industry must prioritize customer service and comfort. Customers evaluate not only the service itself but also the comfort and behavior of the staff serving them. Customer satisfaction is crucial, as satisfied customers serve as excellent promoters, sharing their experiences with others. Dinotech Solution operates in the information technology services sector, which is currently highly sought after. The company needs to build consumer trust by fulfilling their desires to achieve customer satisfaction. This study aims to analyze the service quality at Dinotech Solution to determine customer satisfaction with the services provided and to assess the overall quality of the services delivered so far. Data will be collected from customers at the managerial level, using Service Quality (Servqual) and Importance Performance Analysis (IPA) for data processing, further clarified with the Quality Function Deployment (QFD) method in the house of quality. It is hoped that this research will provide solutions to enhance customer satisfaction. The findings of the study could be implemented by the company to attract more customers and retain existing ones
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