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All Journal JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Syntax Literate: Jurnal Ilmiah Indonesia
Krisnawati, Febrian
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Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences Transportation Other

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Analysis of After-Sales Service Quality for Hotel Smart Lock Products Using the Servqual Method and Quality Function Deployment (QFD) Sujiono, Sujiono; Krisnawati, Febrian
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i9.61789

Abstract

The increasing demand for after-sales services for smart lock products in the hospitality sector has shown significant growth, reflecting the rising importance of smart lock technology in enhancing hotel image, safety, comfort, and guest privacy. PT. XYZ, a smart lock provider, recorded an increase in product and after-sales service issues during 2021–2023. This research aims to measure service quality using the SERVQUAL method to identify gaps between customer expectations and perceptions and to propose improvement strategies using Quality Function Deployment (QFD). A survey involving 60 respondents from various managerial positions in the hospitality industry was conducted, utilizing 15 SERVQUAL-classified attributes. The findings revealed five attributes with significant negative gaps, indicating weaknesses in the after-sales service provided. Importance-Performance Analysis identified RV3 and RL3 attributes as top priorities due to their high importance and low perceived performance. The QFD analysis revealed that proactive and routine inquiries into customer complaints and issues are the most critical improvements required, with the highest priority weight of 7,029. Active and responsive customer communication is essential for enhancing the quality of after-sales services for smart lock products in the hotel industry.
Improving Service Quality in a Tutoring Institutions using Fuzzy-Servqual Krisnawati, Febrian; Ekawati, Ardhianiswari Diah
Jurnal PASTI (Penelitian dan Aplikasi Sistem dan Teknik Industri) Vol 19, No 3 (2025): Jurnal PASTI
Publisher : Universitas Mercu Buana

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Abstract

Quality improvement is a business strategy that emphasizes fulfilling consumer desires. This study aims to determine consumer needs, in this case students, as a reference for improving the business quality of tutoring institutions by using the Fuzzy-Servqual method to sort out service quality values that can be used to determine priority handling. The evaluation criteria are determined based on the five dimensions of the servqual model. Fuzzy-servqual is applied to get the importance weight of each servqual model criterion. The dimension of physical evidence (tangibles) is a priority that needs to be evaluated, with a gap value of -0.08. The top priority is Availability of Green Areas -0.51, followed by Completeness, comfort and cleanliness of the library -0.44, and Comfort, cleanliness and safety of study rooms -0.24. The conclusion obtained is that the application of Fuzzy Servqual can be applied to measure the quality of service in a tutoring institution based on predetermined indicators. Future research should adopt a more comprehensive approach by considering various perspectives for a thorough understanding of improving the quality of services in tutoring institutions
Co-Authors Ardhianiswari Diah Ekawati, Ardhianiswari Diah Sujiono Sujiono, Sujiono