scholarly journals Analysis of Service Quality Improvement Using the Six Sigma Method in the Hotel Four Seasons Resort at Jimbaran Bay

2020 ◽  
Vol 3 (2) ◽  
pp. 91-96
Author(s):  
P W Y Kencana ◽  
◽  
I P M Astawa ◽  
I M Wijana ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Six Sigma ◽  
Quality Of Services ◽  
Level Of Service ◽  
Customer Expectations ◽  
Four Seasons ◽  
Fishbone Diagram ◽  
Administrative Procedures ◽  
Resort Hotel

The purpose of this research is to determine the level of service quality applied at the Four Seasons Resort Hotel at Jimbaran Bay with the Six Sigma method. This research applies Six Sigma as a method to improve the quality of services of the Four Seasons Resort Hotel at Jimbaran Bay, specifically to meet customer expectations so that customers feel satisfied with the services provided. The results showed that the Four Seasons Resort Hotel at Jimbaran Bay had a DPMO value of 201.944, if converted it showed a Six Sigma value of 2,34 on a satisfaction target of 5 or very satisfied. Based on the Fishbone diagram, the order of problems that dominates must be resolved is the evaluation of services and facilities, standardization of time or improvement of administrative procedures, and allocation of vacant room items.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt.Bank Mandiri Republik Indonesia Unit Tanjung Siang

2020 ◽  
pp. 20-42
Author(s):  
Deddy Suhardi ◽  
Silvy Sondari Gadzali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Level Of Service ◽  
Economic Activities ◽  
Business World ◽  
Customer Expectations ◽  
Rapid Changes

Di era globalisasi dalam kegiatan ekonomi, peranan dunia usaha khususnya dalam sektor finansial dan perbankan semakin menampakan perubahan yang sangat pesat. Dalam dunia perbankan yang menjadi sorotan utama buka hanya produk dan jasa, kualitas pelayanan merupakan bagian penting yang perlu dimiliki oleh pelaku usaha perbankan. Dalam rangka memuaskan nasabah, sebuah bank harus berusaha untuk meningkatkan kualitas harapan nasabah. Berdasarkan hasil penelitian diketahui tingkat kualitas pelayanan di PT. BMRI unit Tanjung Siang terhadap nasabahnya cukup tinggi. Tingkat kepuasan nasabah di PT. BMRI unit Tanjung Siang cukup tinggi. Namun Pengaruh kualitas pelayanan secara variabel x tunggal (parsial) terhadap kepuasan nasabah di PT. BMRI unit Tanjung Siang tidak memiliki pengaruh namun bila kualitas pelayanan digabungkan dengan variabel x (lainnya) memiliki pengaruh terhadap kepuasan nasabah.   In the era of globalization in economic activities, the role of the business world, especially in the financial and banking sectors, is increasingly showing rapid changes. In the banking world, which is the main focus open only to products and services, the quality of services is an important part that needs to be owned by banking businesses. In order to satisfy customers, a bank must strive to improve the quality of customer expectations. Based on the results of the study note the level of service quality at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang for its customers is quite high. The level of customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang is quite high. The effect of service quality is variable x single (partial) on customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang has no influence but if service quality is combined with x (other) variables it has an influence on customer satisfaction.

scholarly journals Evaluasi Kepuasan Konsumen Dalam Meningkatkan Pelayanan Dengan Menggunakan Metode Servqual dan Kano (Studi Kasus di PT.Daya)

2021 ◽  
Vol 3 (1) ◽  
pp. 27-42
Author(s):  
Dini Yulianti ◽  
Wawan Darmawan
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Marketing Strategies ◽  
Level Of Service ◽  
Actual Performance ◽  
One Dimensional ◽  
Customer Expectations ◽  
Alternative Solutions ◽  
Dominant Part

PT. Daya is one of the actors in the automotive and service sector that can maintain the quality of service to customer satisfaction where the business competition faced by companies increasingly requires company management to be more careful in determining marketing strategies in order to win increasingly competitive competition. At this time products in the form of services have become a fairly dominant part of its influence in the economy, in addition to physical queuing products where business competition faced by companies increasingly demands management to be more careful in determining strategies in order to win increasingly competitive competition. From the purpose of this study to find out or find the value of the results of the actual performance GAP attribute with customer expectations, so that it will be known how much the level of service satisfaction has been provided to customers and provide alternative solutions for improvement. The method used is the Service Quality and Kano methods. The results obtained in this study are Kano for the Indiffrent category, the highest score is from the respondent's results, and the lowest value is on reverse and one dimensional. Then in Service Quality (Servqual) there is the highest value on the value of the inadequate capacity of the workshop area, GAP 0.43 and Mechanics are not responsive to consumer willingness, the smallest value is GAP 0.00 for the Service Quality (Servqual) category. 

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

scholarly journals Improvement of Services for People with Disabilities by Public Administration in Silesian Province Poland

2021 ◽  
Vol 13 (2) ◽  
pp. 967
Author(s):  
Radosław Wolniak ◽  
Bożena Skotnicka-Zasadzień
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
People With Disabilities ◽  
Quality Of Services ◽  
Level Of Service ◽  
City Councils ◽  
The Disabled

The publication presents the results of extensive research analyzing the satisfaction with the services of people with disabilities. The goal of the study was to analyze the level of disabled customer service by city councils at the example of the Silesian Province in Poland and to determine the factors that affect the quality of service studied. The research was carried out in 33 municipal offices located in Poland in the Silesian Province on a sample of 2846 people with disabilities. The research shows that disability type has a significant impact on the perceived level of disabled customer service. Moreover, the age of the disabled person has a significant impact on the perceived level of service quality. It turns out that the younger people with disabilities are, the better they assess the level of quality of services provided by the surveyed offices.

THE IMPORTANCE OF CATEGORIZATION OF AGROTOURIST FARMS IN RISING THE QUALITY OF SERVICES

2018 ◽  
Vol XX (6) ◽  
pp. 161-166
Author(s):  
Katarzyna Łukasiewicz
Keyword(s):  
Service Quality ◽  
Rural Areas ◽  
High Standard ◽  
Quality Of Services ◽  
Level Of Service

The article presents the issue of the importance of categorizing agritourism farms in improving the level of service quality and in the development of rural areas. The analysis of the collected material and the conducted research shows that categorization in agritourism plays a very important role. The article presents the conditions of categorization and specific benefits resulting from the implementation of this procedure. The results of own research among tourist tourists on agritourism farms were also presented to get to know their opinion on the need to introduce categorization and its importance in the development of rural areas. Categorized objects with a high standard of services are attracting a lot of clients, which causes the development of a given area.

scholarly journals ATTRIBUTES OF IMPROVING SERVICE QUALITY ON CONSUMER SATISFACTION WITH SERVQUAL APPROACH

Tibuana ◽  
2020 ◽  
Vol 3 (02) ◽  
pp. 42-47
Author(s):  
Poniman Poniman
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Historical Data ◽  
Good Explanation ◽  
Quality Of Services ◽  
Level Of Service ◽  
Negative Attribute ◽  
Office Equipment

This research aim to find out service quality attributes that can increase customer satisfaction. One service company is CV. Nirwana which is engaged in the sale and service of office equipment maintenance. winning business competition company must create a strategy that can improve the quality of service to consumers.Themethod used in this study is the ServQual Method which includes 5 main dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Emphaty. The ServQual method is a tool used to measure the services or products of the quality of services received by consumers. Based on the level of service quality there is a negative attribute value on the variable on the dimensions of reliability and responsiveness. Negative values indicate that the quality of service is not quality and consumers do not feel satisfaction with the services provided by the company. Positive values are found in the tangibles, assurance and empathy variables which show that the service provided can be said to be a surprise and consumers feel satisfaction with the service. Therefore, the company is expected to be able to improve the quality of services that are of negative value, namely engine cleanliness after repairs, speed and timeliness in providing services, seriousness and reliability of technicians in completing repairs, availability of historical data / recording systems that are good at service, providing service services in accordance with promise, Alertness in providing assistance to consumers if experiencing difficulties Provide a good explanation of repairs, costs and estimated time to consumers, the ability of service advisors in diagnosing customer problems / complaints.

scholarly journals Usage of Social Media Marketing and Service Quality Towards Customer Purchase Intention of PT. Sari Coffee Indonesia

2018 ◽  
pp. 619-629
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Data Processing ◽  
Purchase Intention ◽  
Social Media Marketing ◽  
Quality Of Services ◽  
Customer Expectations ◽  
The Media ◽  
Independent Variable

The increased smartphone users have an impact on social media users who also continue to increase. This is used by the company as a marketing tools, with the hope that the products (goods or services) offered can reach a wider market, increase sales, enhance the company’s image and compete with other similar companies. PT. Sari Coffe Indonesia is known as Starbucks using social media such as Instagram, LINE and Facebook. On the other hand, Starbucks also pays attention to the quality of services provided to its customers which must be able to meet customer needs and even exceed customer expectations. Therefore, the purpose of this study is to find out (1) the effect of social media marketing (X1) on customer purchase intention (Y); (2) service quality (X2) use towards purchase intention (Y); (3) social media marketing (X1) and service quality (X2) use towards purchase intention (Y). The method used in this research is associative quantitative, the method of data collection using the media questionnaire, the scope of this research focuses on customers at Starbucks Pasaraya Grande branch. Data processing using SPSS. Data processing results indicate that there is a significant influence between the independent variable and the dependent variable of 59.8%. At the same time, the results of the F examination also show a significant effect between the independent variable and the dependent variable. In addition, based on T examination, service quality (X2) partially dominates the influence on intention to buy (Y) variable with t count 9,404 while the amount of t count on social media marketing (X1) is 3,182.

scholarly journals Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano

2020 ◽  
Vol 8 (4) ◽  
pp. 551
Author(s):  
Indah Surya ◽  
A. A. P. Agung Suryawan Wiranatha ◽  
I Wayan Gede Sedana Yoga
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Actual Performance ◽  
One Dimensional ◽  
Customer Expectations ◽  
Know How ◽  
The One

Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44. Keywords : Quality of service, customer satisfaction, service quality, kano method.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

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