SERVQUAL RESEARCH OF PT. LAPI ITB: ASSESSMENT OF CUSTOMER GAP IN CONSULTING SERVICE

• Main Author: Kesuma (NIM:190 04 061), Wildan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6906
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> There are several highly influential aspects in a service based business. Those aspects are customer satisfaction and customer retention. Customer satisfaction is very essential because it can influence the level of customer retention. The customer satisfaction aspect is being highly influenced by how much can the expectation of the customer is being fulfilled by the company. The higher the customer expectation fulfillment rate, then the customer satisfaction level will also be higher. The second aspect (customer retention) is also essential, because if the customer retention rate is high then the marketing effort of a firm can be reduced. <br /> <br /> <br /> <br /> PT. LAPI ITB is also one of the companies that have a line of business in service, their specialization is technological consultation, their customer mostly comes from the ITB lecturers, and they mostly deal with projects coming from the government and private companies. But most of the time, the projects from the government and private companies are given through their customer. The service delivery starts when they start to make pitching for the project, the first service delivery that they do is by equipping administration and legal requirements so they can win the pitch. <br /> <br /> <br /> <br /> Problem starts when PT. LAPI fails to fulfill the pitching requirements and unable to carry out their customers requests, or there is a discrepancy between the customers expectation and perceived service (customer gap). Customer gap is not an immeasurable variable, that issue can be measured by using SERVQUAL score assessment technique. <br />