ANALISIS KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY, KANO DAN HOQ DI PT. RAMA MULIA SENTOSA
DOI:
https://doi.org/10.34125/jmp.v11i4.3271Keywords:
House of Quality, Model Kano, Kepuasan Pelanggan, Kualitas Pelayanan, Service QualityAbstract
This study aims to evaluate Service Quality and formulate improvement priorities at PT. Rama Mulia Sentosa by integrating the SERVQUAL, Kano, and House of Quality (HOQ) methods. Data were collected from 120 customers occupying purchasing positions through a structured questionnaire. The SERVQUAL analysis identified several service attributes with negative gaps, particularly related to delivery punctuality, delivery schedule flexibility, product appearance, warranty clarity, complaint handling, and communication responsiveness. The Kano model classified these attributes into Must-Be, One-Dimensional, and Attractive categories, showing that several service elements are fundamental expectations and directly affect customer satisfaction. The HOQ analysis was then used to translate prioritized customer requirements into technical responses. The most important technical improvements were shipment monitoring and distribution evaluation, product quality inspection, flexible delivery scheduling, complaint handling system improvement, warranty SOP development, and customer communication enhancement. These findings indicate that SERVQUAL, Kano, and HOQ can provide a systematic and practical framework for improving Service Quality and customer satisfaction.
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