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All Journal YUME : Journal of Management Cakrawala: Jurnal Pengabdian Masyarakat Global Jurnal Mahasiswa Manajemen dan Akuntansi Jurnal Pengabdian Masyarakat International Journal of Economics, Commerce, and Management International Journal of Economics and Management Sciences Digital Innovation : International Journal Of Management International Journal of Economics and Management Research
Diana Zuhro
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : Digital Innovation : International Journal Of Management

 1 
Impact Of Measurement Of Service Quality Using The Servqual Method: Case Study In Pt. Karya Mandiri Sepakat Surabaya Achmad Daengs GS; Moch. Rizaldy Rahmansyah; Rina Dewi; Diana Zuhro; Indriana Kristiawati
Digital Innovation : International Journal of Management Vol. 1 No. 3 (2024): Digital Innovation : International Journal of Management
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/digitalinnovation.v1i3.34

Abstract

The research for this thesis takes the title: "Measurement of Service Quality at PT. Karya Mandiri Sepakat Surabaya Using the SERVQUAL Method”. The aim of conducting this research is to determine the quality of service provided at PT. Karya Mandiri agrees to all customers in terms of 5 service dimensions and to determine the efforts made to improve the quality of PT service. Karya Mandiri Agreed to retain customers. The analytical tool used in this research is the SERVQUAL method. From the research results, it is known that the gaps for the Physical Facilities dimension have the smallest gap value, namely - 0.80 in the third item, namely for the question employees must look attractive and neat, for the Reliability Dimension the smallest gap value is in the fifth item. amounting to - 1.78, namely for questions, a quality office will require the data to be free from errors, for the responsiveness dimension, the smallest gap value is in the thirteenth item, amounting to - 2.52, namely for questions, employees will provide service quickly to customers, for the dimension confidence has the smallest gap value in the sixth item of - 0.56, namely for the question Employees are consistently respectful, patient and friendly towards their customers, for the empathy dimension the smallest gap value is in the twenty second item of - 0.72 namely for questions, employees understand the special needs of each customer who comes.
Co-Authors Ahmad Daengs GS Alfiah Nofiana Ali Muhdor Aridha Prassetya Aulia Isnaini Hasanah Bambang Karnain Bramastyo Kusumonegor Bramastyo Kusumonegoro Enny Istanti Erida Nursiana Erni Hariyanie Giri Harto Prasojo GS , Achmad Daengs Harsono Teguh Heri Toni I Gede Wiyasa Indriana Kritiawati Kristiawati, Indriana Mahira Nur Alfiani Mahjudin Mahjudin Mahrusul Faizin Maria Christina R Miftaqul Sandrina Wardani Moch Indrawan Moch. Falcha Omar Ali Moch. Rizaldy Rahmansyah Putri Puspita sari Rahma Fatimah Santoso Ratih Dwitama Wardani Retno Susanti Ria Galuh Yuli Pratiwi Rina Dewi Rina Dewi Risda Vera Fitria Ruchan Sanusi Ruhan Sanusi Sugiharto Sugiharto Sutini Sutini Sutopo Sutopo Syafi'i Syafi'i Tjandra Wasesa Widodo Widodo Wiratna Wiratna Zainul Arifudin