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ENHANCING CUSTOMER SATISFACTION AT JAYA PRINT: A COMPREHENSIVE EVALUATION USING SERVQUAL, IPA, AND QFD METHODS

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dc.contributor.author Hamzah, Naufal
dc.date.accessioned 2025-05-23T01:46:48Z
dc.date.available 2025-05-23T01:46:48Z
dc.date.issued 2024
dc.identifier.uri http://repository.president.ac.id/xmlui/handle/123456789/12798
dc.description.abstract The research addresses the critical need for businesses to maintain service quality to ensure customer satisfaction and competitive advantage, particularly in the digital printing industry. Jaya Print experienced a 9.62% decrease in turnover from Q2 2023 to Q2 2024, prompting the need for an in-depth analysis of service quality as a potential factor and Jaya Print is also planning to set up two new branches, requiring an immediate service quality evaluation before implementing the existing service quality into the new branches. The Servqual method was utilized to identify the gap between customer expectations and perceptions of service quality, while IPA was applied to prioritize attributes for improvement, and the QFD method was used to determine the priority of nine improvement programs. This research focuses on implementing four out of nine technical responses to improve the servqual score of attribute The company environment is clean and tidy (X03), including Enhanced Cleaning Protocols with 5S, Documentation and SOP Development, Punishment and Reward Program, and Cleaning Audits. As a result, there two attributes are showed a significant improvement in its servqual score; initially, attribute The company environment is clean and tidy (X03) it had a negative gap of -1.04, after implement the strategies, it changed to a positive gap of 0.34. and attribute Comfortable tables and chairs for customer (X02) it had a negative gap of -0.80, after implement the strategies, it changed to a positive gap of 0.17. This research provides actionable insights for Jaya Print to optimize service quality before expanding to new branches, ultimately aiming to restore and increase company turnover. en_US
dc.language.iso en_US en_US
dc.publisher President University en_US
dc.relation.ispartofseries Industrial Engineering;004202100018
dc.subject Service Quality en_US
dc.subject Servqual en_US
dc.subject IPA en_US
dc.subject QFD en_US
dc.subject Turnover en_US
dc.subject Customer Satisfaction en_US
dc.title ENHANCING CUSTOMER SATISFACTION AT JAYA PRINT: A COMPREHENSIVE EVALUATION USING SERVQUAL, IPA, AND QFD METHODS en_US
dc.type Thesis en_US


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