Navigating Customer Satisfaction in Public Service Industry:  An IPA Approach to Service Excellence

Endang Sulistiyani; Taufik Rohman; Sri Wahyuni; Ririn Budi Utaminingtyas

doi:10.32497/ab.v27i3.7985

Authors

Endang Sulistiyani Business Administration Department, Politeknik Negeri Semarang, Indonesia
Taufik Rohman Business Administration Department, Politeknik Negeri Semarang, Indonesia
Sri Wahyuni Business Administration Department, Politeknik Negeri Semarang, Indonesia
Ririn Budi Utaminingtyas Business Administration Department, Politeknik Negeri Semarang, Indonesia

DOI:

https://doi.org/10.32497/ab.v27i3.7985

Keywords:

Customer Satisfaction, Service Quality, IPA, Gap Analysis

Abstract

This study aims to to determine the level of customer satisfaction and provide suggestions for improving service quality in order to increase customer satisfaction. The study used 15 SERVQUAL attributes. Data analysis methods using gap analysis and IPA model. The results of the study obtained a negative gap and an average conformity level of 79% or moderate satisfaction. The results of customer responses to the dimensions of the company's service quality are analyzed by gap analysis and the IPA method. The results of the analysis are used as evaluation material to improve and improve the quality of service of Perumda Air Minum Tirta Moedal Semarang City. All service SERVQUAL attributes used in this study have a negative gap value (-). This indicates that the quality of service perumda still has a high gap against customer interests. The company's Management Team can improve the speed of officers in handling customer complaints and increase the agility of technical officers in handling technical problems through training, certification, and performance appraisals based on competence. It is hoped that customers will feel the service in accordance with what they expect.

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