The Importance Of Customer Satisfaction And Customer Complaint Towards A Better Quality Service Using Six Sigma: An Academic Perspective

2012 ◽  
Author(s):  
Mohamad Nasir Saludin ◽  
Pei Kian Tan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Gap Analysis ◽  
Data Gathering ◽  
Satisfaction Level ◽  
Quality Service ◽  
Complaint Management ◽  
Customer Complaints ◽  
Average Value

Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

scholarly journals Service Quality Dimensions Influencing Online Buying Satisfaction Level of Customers in the Kathmandu Valley

2019 ◽  
Vol 4 (2) ◽  
pp. 70-80
Author(s):  
Raunak Bohra ◽  
Puja Tamang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Information Quality ◽  
Data Gathering ◽  
Kathmandu Valley ◽  
Satisfaction Level ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Buying

This paper examines the factors influencing customer’s online shopping buying satisfaction level inside the Kathmandu Valley. It establishes a relationship between service quality dimensions with customer satisfaction in Nepalese online buying through correlation analysis. Seven service quality dimensions were selected for this research. They are information quality, usability, reliability, responsiveness, assurance, transaction security and personalisation. Data gathering was carried out developing a structured questionnaire which was distributed both through online and printed form using a convenience sampling method. The study has analysed the responses of 160 online shoppers (aged above 18 years) residing in the. The study confirms the absence of significant relationship between website usability and responsiveness while shows a positively significant relationship between other service quality (SERVQUAL) dimensions taken for this research. The proposed model in this study helps to ascertain the factors that influence online buying satisfaction level. Further, study concludes that while shopping online, websites with good layout and interaction helps promote customer satisfaction. Similarly, website reliability such as timely delivery of products, being truthful about its offerings, and fast delivery are considered as important elements for customer satisfaction.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals Kepuasan Konsumen pada Rumah Makan Modern Muara Kapuas dan Rumah Makan Tradisional Yu Sri di Kabupaten Sleman

Media Wisata ◽  
2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Sri Larasati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Services Quality ◽  
Restaurant Industry ◽  
Satisfaction Level ◽  
Quality Service ◽  
Quality Aspect

The restaurant is one of the businesses that is considered as an endless business. It is because a restaurant fulfils human’s need for food every day. Consequently. the more population live in the area, the higher demand for food. It causes the development of the restaurant industry in Yogyakarta to be more rapid. The study is conducted with the purpose to know the consumer satisfaction level of Muara Kapuas restaurant and Yu Sri restaurant and to test the satisfaction differences perceived by the consumers between Muara Kapuas restaurant and YU Sri restaurant. The result of the study shows that consumers are satisfied with the services provided by Muara Kapuas. The customer's Satisfaction in sequence starting from the biggest the service quality, amenity quality, accessibility quality and product quality. The consumers are satisfied with the YU Sri restaurant service. The customer satisfaction of Yu Sri restaurant in sequence starting from the biggest is product quality, service quality, amenity quality and accessibility quality. The analysis result of the customer's satisfaction differences is found between Muara Kapuas is a restaurant and YU Sri restaurant. In the services quality aspect, amenity quality and accessibility quality, the satisfaction level of that of the Muara Kapuas restaurant is higher than the customers of YU Sri restaurant. While in the product quality aspect, The Yu Sri restaurant consumers have satisfaction level than that of the Muara Kapuas Restaurant consumers.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

scholarly journals Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Rumah Kost Dempo Di Kota Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 395
Author(s):  
Daved Hendrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Analysis Tool ◽  
Five Dimensions ◽  
Purposive Sampling ◽  
Customer Complaints ◽  
Fifth Dimension ◽  
Boarding House ◽  
Descriptive Method

This study aims to analyze customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The method used in this research is descriptive method. The population of this study is that all customers who rent a room in a boarding VIP Boarding House Dempo through 2013 amounted to 582 people with a total sample of 100 people were taken using purposive sampling, ie customers who have rented a VIP boarding room for at least one month and aged 20 years and over . This study uses five dimensions of service quality as a variable, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) and intangible (tangible) in which includes as many as 26 service attributes and measured using a Likert scale. The fifth dimension is used to measure customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The analysis tool is SERVQUAL (service quality). The results showed that the boarding room VIP customers are not satisfied with the services Dempo Boarding House in Pontianak because SERVQUAL scores (gap) is negative. This means that expectations (expectations) VIP customers boarding room is greater than the performance of services. SERVQUAL scores (gap) five dimensions of service is negative with dimensions of responsiveness (responsiveness) had the highest level of dissatisfaction and dimensions of reliability (reliability) has the lowest level of dissatisfaction. Service attributes that have the highest level of dissatisfaction is the speed of the employees in responding to and addressing any customer complaints VIP boarding room (dimensions of responsiveness) with a score of SERVQUAL (gap) the highest. While the service attributes that have the lowest level of dissatisfaction is the comfort of the VIP boarding room to be occupied (dimensions collateral) with a score of SERVQUAL (gap) the lowest.

scholarly journals PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK RESTORAN TERHADAP KEPUASAN SERTA NIAT BERPERILAKU

2018 ◽  
pp. 1347
Author(s):  
Gita Ekowati Anjarsari ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Research Show

The purpose of this study is to explain the effects of food quality, service quality, and physical environment on customer satisfaction and behavioral intention. The sample used are 150 respondents using purposive sampling who have minimal education of senior high school or equal and have been in Nanny’s Pavillon at least twice in the last six months. Data Analyzed using Structural Equation Model (SEM). The results of this study indicate the construct of food quality, service quality, and physical environment has positive and significant effects on customer satisfaction and behavioral intention. The implications on this research show that the customer of Nanny’s Pavillon chooses the food quality such as the catchy food display, variety of the menu, delicious food, also the temperature of the dish as appropriate. The advices for Nanny’s Pavillon managements are to pay more attention to the service,Therefore, the satisfaction of Nanny’s Pavillon customer can be increase so then will effects on behavioral intention in the future.

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