SERVICE INNOVATION FOR ARCHITECTURAL FIRM: USING AHP METHOD TO IDENTIFY AND STRUCTURED CLIENT’S PRERENCES

• Main Author: Fitriah Irsyalina, Retno
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/79790
• Institution: Institut Teknologi Bandung

This research delves into the dynamic landscape of Indonesia's architectural services sector, particularly emphasizing the growth and challenges within the property and real estate industry. The substantial contribution of architectural services to the national GDP is evident, propelled by government regulations mandating building permits and renovations. However, N. Studioworks encounters challenges in sustaining business growth. A critical issue identified is understanding and aligning with clients' preferences based on the multicultural environment in Indonesia. The study utilizes an integrated methodology, encompassing Customer Journey Maps (CJMs) and the SERVQUAL Framework, to thoroughly explore client experiences and preferences. Through in-depth interviews, the research aims to map the multifaceted stages of the client journey and evaluate architectural services based on dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. The Analytic Hierarchy Process (AHP) method is employed to systematically identify and structure client preferences, providing a comprehensive approach to understanding and prioritizing various criteria. This research proposes a new service innovation model to not only meet but exceed evolving service quality for architectural firms.