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All Journal Moneter : Jurnal Ekonomi dan Keuangan
Aldinar Assyafiq Akbar
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Perbaikan Kualitas Pelayanan dengan Metode Integrasi Servqual dan Diagram Kartesius di Perusahaan Daerah Air Minum Tirta Moedal Semarang Aldinar Assyafiq Akbar; Imam Nuryanto
Moneter : Jurnal Ekonomi dan Keuangan Vol. 2 No. 2 (2024): April : Moneter : Jurnal Ekonomi dan Keuangan
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/moneter.v2i2.494

Abstract

This study aims to identify the service attributes that are important to consumers using the servqual integration method and cartesian diagrams. With the help of the SPSS tool, 120 respondents were surveyed. The results show that the quality of service provided by Tirta Moedal Water Company is good, with an average performance score of 3.5 on a scale of 1 to 5. The dimensions that need to be improved are responsiveness and empathy. These attributes include the process of handling complaints, providing information during maintenance, the speed of responding to customer complaints, the ability of employees to listen to customer complaints, and the availability of consultation and complaint services for consumers. This study is expected to help improve service quality and maintain existing attributes.
Co-Authors Imam Nuryanto