Service Quality Assessment Using Servqual and Kano Models
The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences i...
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Jurusan Teknik Industri, Fakultas Teknik Universitas Muhammadiyah Malang
2019-02-01
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Online Access: | http://ejournal.umm.ac.id/index.php/industri/article/view/5456 |
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doaj-d6190dac099d42d2a30da81b8bd4f7022020-11-25T03:00:35ZengJurusan Teknik Industri, Fakultas Teknik Universitas Muhammadiyah MalangJurnal Teknik Industri 1978-14312527-41122019-02-012019410410.22219/JTIUMM.Vol20.No1.94-1045249Service Quality Assessment Using Servqual and Kano ModelsShanty Kusuma Dewi0Departement of Industrial Engineering University Of Muhammadiyah Malang (UMM), Indonesia. Address: Jl. Tlogomas No 246 Malang, Jawa Timur, Indonesia. Email: shanty.kusumadewi@gmail.com, Indonesia, IndonesiaThe purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.http://ejournal.umm.ac.id/index.php/industri/article/view/5456service qualityservqualkano model |
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DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Shanty Kusuma Dewi |
spellingShingle |
Shanty Kusuma Dewi Service Quality Assessment Using Servqual and Kano Models Jurnal Teknik Industri service quality servqual kano model |
author_facet |
Shanty Kusuma Dewi |
author_sort |
Shanty Kusuma Dewi |
title |
Service Quality Assessment Using Servqual and Kano Models |
title_short |
Service Quality Assessment Using Servqual and Kano Models |
title_full |
Service Quality Assessment Using Servqual and Kano Models |
title_fullStr |
Service Quality Assessment Using Servqual and Kano Models |
title_full_unstemmed |
Service Quality Assessment Using Servqual and Kano Models |
title_sort |
service quality assessment using servqual and kano models |
publisher |
Jurusan Teknik Industri, Fakultas Teknik Universitas Muhammadiyah Malang |
series |
Jurnal Teknik Industri |
issn |
1978-1431 2527-4112 |
publishDate |
2019-02-01 |
description |
The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction. |
topic |
service quality servqual kano model |
url |
http://ejournal.umm.ac.id/index.php/industri/article/view/5456 |
work_keys_str_mv |
AT shantykusumadewi servicequalityassessmentusingservqualandkanomodels |
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1724697264822157312 |