Inovisi
Vol 19, No 2 (2025): Jurnal Inovisi Teknik Industri

Efforts to Improve the Quality of Concrete Reinforcement Steel Tensile Testing Laboratory Services of PT XXI to Customer Satisfaction Using Service Quality and Importance Performance Analysis Methods

Mustikawati, Rofiqoh (Unknown)

Article Info

Publish Date
19 Jan 2026

Abstract

This research aims to determine the quality of service of the PT. Concrete Reinforcement Steel Tensile Testing Laboratory. XXI towards customer satisfaction through the application of service quality and importance performance analysis methods. Steel testing laboratories play an important role in ensuring the quality and safety of materials used in various construction and industrial projects. Through the Servqual method approach, we can measure the gap between customer expectations and perceptions using five main dimensions, namely tangibles, reliability, responsiveness, assurance and empathy.

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Journal Info
Inovisi
Website

Abbrev

inovisi

Publisher

Universitas Esa Unggul

Subject

Electrical & Electronics Engineering Energy Industrial & Manufacturing Engineering Materials Science & Nanotechnology Transportation

Description

INOVISI Jurnal Teknk Industri published by Lembaga Penerbitan Universitas Esa Unggul. This journal is an open access, peer-reviewed, this journal dedicated to the publication of research in all aspects of regional dan urban planning scopes. Jurnal INOVISI is published two times a year and accepts ...