MODEL DEVELOPMENT OF SERVICE QUALITY MEASUREMENT FOR CUSTOMER SATISFACTION A CASE STUDY IN THE MINISTRY OF INDUSTRY'S TESTING LABORATORY

• Main Author: Djunaedi, Edi
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/52180
• Institution: Institut Teknologi Bandung

This study proposes the IPA-Kano model (Importance-Performance Analysis and the Kano model) as a new tool to categorize and diagnose service quality attributes and provide specific strategies for the attributes in each category. The IPA-Kano model overcomes the limitations of the Kano model in ignoring the performance and importance level of an attribute and eliminating the weaknesses of the IPA model which only considers one-dimensional quality, and QFD serves to translate the integration of the Kano-IPA model into technical responses. The proposed model can enable the decision maker to easily understand accurately about service users' perceptions of quality attributes and appropriate strategies. The effectiveness of implementing this model is then presented with an example of the quality of testing laboratory services. By applying the proposed IPA-Kano model into QFD, appropriate action strategies for each service quality attribute can be obtained in each service and thus enable the testing laboratory manager to improve service quality and to achieve competitive advantage. In this study, the determination of service attributes was carried out by means of focus group interviews, to reveal the service attributes that were most significant and influential on customers from one of the testing laboratories owned by the Indonesian Ministry of Industry (Laboratory X). In the focus group interview stage, selected customers are involved in the discussion of determining service attributes based on their experiences and insights towards customer satisfaction. There were 25 service attributes agreed upon by customers and experts to be used as a reference in this study. The questionnaire in the Importance-Performance Analysis method format and the Kano model is based on 25 service attributes. At the preliminary test stage, the questionnaire that has been made shows valid and reliable results. The questionnaire was distributed to respondents, namely laboratory x customers. The data from the questionnaire were processed using the IPA-Kano model in order to obtain the priority level of laboratory service attributes x. House of quality in the Quality Function Deployment method is used to identify what kind of technical response is appropriate to meet each customer requirement in the form of service attributes. In addition, with house of quality, it can be seen the priority of technical responses that can be applied by stakeholders in laboratory x in order to be able to compete with competing laboratories. In this study, from the results of data processing, there were 9 priority technical responses that can be applied by laboratory x to meet customer requirements in order to achieve customer satisfaction. The strategy of "implementing an integrated information system based on a website and mobile application" is the strategy most prioritized by laboratory x. "Increasing the number of staff", "adding automated laboratory equipment", "providing management and technical training for staff", "providing 24-hour customer service" and "placing test samples acceptance branches in strategic places" successively become alternative priority strategies that can be considered by stake holders in laboratory x. Limited resources are of course a determining factor in the choice of priorities for these strategies. This study uses a test laboratory as an object, but the integration model of this research is very likely to be used in several other fields related to customer satisfaction.