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G-Tech : Jurnal Teknologi Terapan
Published by Universitas Islam Raden Rahmat Malang
ISSN : 25808737     EISSN : 2623064X     DOI : -
Core Subject : Science, Engineering,
Computer Science & IT Decision Sciences, Operations Research & Management Energy Engineering
Jurnal G-Tech bertujuan untuk mempublikasikan hasil penelitian asli dan review hasil penelitian tentang teknologi dan terapan pada ruang lingkup keteknikan meliputi teknik mesin, teknik elektro, teknik informatika, sistem informasi, agroteknologi, dll.
Arjuna Subject : Teknik (semua kategori) - Teknik (Lain-Lain)
Articles 931 Documents
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Analyzing Paint Consumer Satisfaction with SERVQUAL, CSI, and IPA Widianto, Muhammad Reza; Rizqi, Akhmad Wasiur
G-Tech: Jurnal Teknologi Terapan Vol 10 No 2 (2026): G-Tech, Vol. 10 No. 2 April 2026
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/g-tech.v10i2.9593

Abstract

Service quality is a critical factor in maintaining customer satisfaction and competitiveness in a dynamic business environment. This study aims to analyze customer satisfaction by integrating the Service Quality (SERVQUAL), Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA) methods. Data were collected through questionnaires distributed to 113 respondents and analyzed using validity and reliability tests. The SERVQUAL results indicate positive gaps across all five dimensions: tangibles, reliability, responsiveness, assurance, and empathy, suggesting that perceived service exceeds customer expectations. Responsiveness shows the highest gap (0.55), while empathy records the lowest (0.48). The CSI value of 79.36% places overall customer satisfaction in the “Satisfied” category. Furthermore, IPA mapping identifies priority attributes for improvement as well as those that should be maintained. These findings imply that although service quality is generally good, enhancing empathy and sustaining responsiveness are necessary to achieve a Very Satisfied level of customer satisfaction. Finally, this research contributes to decision-making strategies for short-term service improvement by offering a clear prioritization map that can support more effective and targeted managerial actions.

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