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All Journal Media Wisata JIKSI (Jurnal Ilmu Komputer dan Sistem Informasi) JURNAL KESEHATAN LINGKUNGAN (Journal of Environmental Health) IKRA-ITH Informatika : Jurnal Komputer dan Informatika TESLA: Jurnal Teknik Elektro Prologia Journal of Information System,Graphics, Hospitality and Technology Journal of Research in Business, Economics, and Education Jurnal Pengabdian kepada Masyarakat Nusantara JISO : Journal of Industrial and Systems Optimization International Journal Of Science, Technology & Management (IJSTM) Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Engineering, Mathematics and Computer Science Journal (EMACS) Yayasan Cita Cendikiawan Al Khwarizmi Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Transekonomika : Akuntansi, Bisnis dan Keuangan Journal of Social And Economics Research Tarumanagara Medical Journal Outline Journal of Management and Accounting Journal of Fish Health Seminar Nasional Ilmu Terapan SENAPAS Indonesian Journal of Education And Computer Science Jurnal Ilmiah Manajemen Ekonomi Dan Akuntansi (JIMEA) journal of social and economic research Jurnal PAKEM AMATA Jurnal Pengabdian Masyarakat Manage JoDENS: Journal of Digital Ecosystem for Natural Sustainability SCIENTIA JOURNAL : Jurnal Ilmiah Mahasiswa Computer & Science Industrial Engineering Journal International Journal of Education Management and Religion Cermin Dunia Kedokteran Jurnal Serina Abdimas Journal of Industrial Automation and Electrical Engineering Algebra : Jurnal Pendidikan Sosial dan Sains
Kelvin
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Journal : International Journal Of Science, Technology

 1 
Analysis of Service Quality at Beauty Salon in Surabaya Using the ServQual Method Tjandra, Suhatati; Suhartono, Andri; Kelvin; Sharon
International Journal of Science, Technology & Management Vol. 4 No. 1 (2023): January 2023
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v4i1.702

Abstract

This research was conducted to analyze and determine service quality and supporting attributes and to find gaps or discrepancies between consumer expectations and perceptions to improve service quality and provide solutions to existing problems. Analysis of service quality is carried out using the Servqual Method (Service Quality), a method used to measure service quality. This Servqual method measures how well a service provided by a company/service is expected to be received. This Servqual method includes 5 Gaps with five attribute dimensions: Tangibles, Responsiveness, Assurance, Reliability, and Empathy. The data needed to analyze is by distributing questionnaires to customers and management. The results of distributing questionnaires to 27 respondents and the results of the analysis show that there is a gap between consumer expectations and the perceptions received. The most significant gap is in Gap 5 with the PS2 attribute -1.073, with repair solutions ensuring consumers are comfortable by inviting them to choose a comfortable seat. Gap 1 is on the TS1 attribute -0.215, so a solution is provided to ensure the cleanliness of the salon equipment used. Gap 2 is on the PS3 attribute -0.67 and is given a solution namely, staff must rearrange management service standards and ensure staff responds well to customers. Gap 3 on AS4 attributes -0.73 with improvement solutions, namely rearranging good service standards so that the advertisements promoted are appropriate, gap 4 there are two attributes that are not managed to fulfill, namely TS5 and TS6 so that suggestions for improvements were given to install automatic air fresheners in every corner of the room and look for the best internet network provider and increase internet network speed.
Co-Authors Abimelekh Advenska Ago Harlim Andarini, Risma Andreas Banyuaji Nugroho Andrew Law Andri Suhartono Anggriawan, Armando Edo Anita Anna Pudianti Apriansyah, Miko Aprianto . Ardhi, Setya Ardiansyah, Rano Aurelia Tita Kusumajati Badruzzaman, Falah Baehaqi Cantona, Erik Christin Christovany Clorina, Jesslyn Cuandra, Fendy Dell, Natan Dhevin Ghoward Efriyenti, Dian Eliyah Yuliana, Pram Elvanny Myori, Dwiprima Endah Setyaningsih Ery Dewayani Evi Silvana Muchsinati Fahrur Rozzi Nasution Fanny Violetania Ang Faradina, Nevi Ferdiansyah Fiona Fivia Eliza Ghoward, Dhevin Golan Hasan, Golan Hadian Satria Utama halim, cheviria Handra Tipa Herman Thuan To Saurik Heru Kurniawan Hikmah Jenny Kartika Dewi Joey Joosten Joosten Josline Karinnia Kelly Lim Kusumajati, Aurelia Tita Laidy, Yenny Lawrenta, Mattew Lim, Kelly Limawan, Christopher Limgestu, Rico LINDAWATI Lucia Asdra, Rurdwiarti Manatap Dolok Lauro, Manatap Dolok Marcella Scofany Theresia Turot Marheni, Dewi Khornida Maria Beatrix Marthin, Ricko Mela Novita Rizki Mohammad Zen Rahfiludin Nopriadi Nopriadi Notonegoro, Hartoyo Nugroho, Andreas Banyuaji Nugroho, Douglas Rakasiwi Permata, Nadiva Surya Philisya Salim Pram Eliyah Yuliana putri, nilam sry Putri, Vasthi Gianni Agmi Rafida Khairani Rahim, Abd Rebecca Friska Rendy Sarudin Rianto, Louis Richard Raymond Rio Fernando Rorendry Rosilawati, Hana Rosmita Rasyid Rurdwiarti Lucia Asdra Sara, Dwi Saragih, Yuni Marlina Seriana Setya Ardhi Sharon Sigit Firdaus Prayogi Sinaga, Frans Mikael Sinambela, Fitriana Aidnilla Sisca Aulia Sri Deviyanti, I Gusti Ayu SRI RAHAYU Steven Suhatati Tjandra Sulyyani Taufikur Rahman Tony Tony TRI SUTRISNO Utomo, Yesun Valentini, Cynthia Valesia tjuang Vasthi Gianni Agmi Putri Vebri Fransiska Vincentia Reni Vitasurya Wahyudi, Haris Wijayadi, Linda Julianti Winardi, Sunaryo Yenny Laidy Yohanes Calvinus Zai, Immanuel Zyad Rusdi