ANALYSIS OF LOGISTIC SERVICE QUALITY IMPROVEMENT IN PT. Q BY INTEGRATING SERVQUAL AND KANO MODEL INTO QUALITY FUNCTION DEPLOYMENT

Abstract

PT. Q is currently still lacking in serving and satisfying customer, the company has low attention to customer complaints and this will have an impact on customer loyalty. The fulfillment of customer expectation resulted customer satisfaction and brought benefits to the company. Knowing the level of customer satisfaction is not enough because the new phenomenon indicates customer satisfaction level is not always linear with the service performance and the customer satisfaction level can be distinguished into categories attractive, one-dimensional and must-be. Then, to understand the customer behavior very well, the integration of SERVQUAL and Kano Models is necessary to be implemented. The information needed is obtained from distributed the questionnaire through SERVQUAL questionnaire and Kano questionnaire to the customer who ever experienced the service by PT. Q. The collected data is processed with SERVQUAL Method and classified with Kano Model and Quality Function Deployment (QFD) as the improvement design. From this research, the overall service quality attributes have negative value of SERVQUAL gap and from 23 attributes, 19 attributes need to be improved and obtained 20 strategies to help PT. Q in improving the service quality performance.