Customer satisfaction in quality measurement services: A hybrid customer satisfaction analysis
DOI:
https://doi.org/10.15282/jmmst.v5i2.6853Keywords:
Service Quality, Fuzzy-SERVQUAL, IPA, PGCV IndexAbstract
Developments in the business world have always experienced rapid growth to date, and both businesses are engaged in services or non-service fields. The development of an economy accompanied by the development of technology and science creates increasingly fierce competition, especially in quality measurement services. Therefore, this study presents a Fuzzy-SERVQUAL, IPA, and PGCV Index method, which adequately assists practitioners in identifying critical service attributes. Satisfaction analysis used the Fuzzy-SERVQUAL method to obtain a defuzzification value where the results are inputs for the IPA method. The IPA method found that the weaker attributes of the quality measurement services are prices that need to be linear with the quality and should promptly resolve problems. The PGCV Index method ranks the service attributes prioritized to improve efforts to improve the quality of service. This framework enables quality measurement services to identify their current quality level and focus on weaker attributes to improve their service quality.
References
F.Y. Pai, T.M. Yeh, and C.Y. Tang, " Classifying restaurant service quality attributes by using Kano model and IPA approach Classifying restaurant service quality attributes by using Kano model and IPA approach," Total Quality Management & Business Excellence., vol. 29, no. 3-4, pp. 301-328, 2018, doi: 10.1080/14783363.2016.1184082
F. Li, H. Lu, M. Hou, K. Cui, and M. Derbani, ''Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality,'' Technology in Society., vol. 64, no. 101487, 2021, doi: 10.1016/j.techsoc.2020.101487
Q. Zhoua, F.J. Lim, H,Yu, G. Xu, X. Ren, D. Liu, X.Wang, X. Mai, and H. Xu,'' A study on factors affecting service quality and loyalty intention in mobile banking,'' Journal of Retailing and Customer Services., vol. 60, no. 102424, 2021, doi: 10.1016/j.jretconser.2020.102424
B.A. Fida, U. Ahmed, Y. Al-Balushi1, and D. Singh, '' Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman,'' Journal of Sage., pp. 1-10, 2020, doi: doi.org/10.1177/2158244020919.
K.S. Chena, K.P. Lind, and L.J. Line, '' Evaluating the environmental protection strategy of a printed circuit board manufacturer using aTwfuzzy importance performance analysis with Google Trends,''Journal of Expert System with Applications., vol. 156, no. 113483, 2020, doi: 10.1016/j.eswa.2020.113483
B.B. Boleya, N.G. McGeheeb, and A.L.T Hammettc, '' Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective,'' Journal of Tourism Management., no. 58, pp. 66-77, 2017, doi: 10.1016/j.tourman.2016.10.002
M.S. Iqbal, M.U. Hassan, and U. Habibah, '' Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction,''Journal of Business Management., vol. 5, no. 1423770, 2018, doi: /10.1080/23311975.2018.1423770
J. Esmailpour, K. Aghabayk, M.AVajaria, and C.D Gruyterb, ''Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country,'' Journal of Transportation Research,, vol. 142, pp. 129-150, doi: 10.1016/j.tra.2020.10.020
R. Mohebifar, H. Hasani, A. Barikani, and S. Rafiei, '' Evaluating Service Quality from Patients’Perceptions: Application of Importanceeperformance Analysis Method,'' Journal of Res Perspect., vol. 7. no. 4, pp. 233 - 238, 2016, doi: 10.1016/j.phrp.2016.05.002
N. Nugraha, S. Selamat, and J. Iriani, '' Importance of Performance Analysis and Potential Gain in Customer Value’s of Service Quality in Hospitals,'' Advances in Social Science, Education and Humanities Research., vol. 307, pp. 503-507, 2018, doi: 10.2991/sores-18.2019.116
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2021 R.M. Silitonga, R. Sukwadi, Y.T. Jou, M.A. Alamsyah
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
