Servqual And Importance Performance Analysis (IPA) Methods In Event Organizer Services CV. Brother Indonesia

Verna Kurniawati, Bagas Gumintang, Joni Prayogi, Tito Juwono Pradekso

Abstract


A superior factor that can become a competitive advantage is the quality of service the company provides to its customers. Service companies such as event organizers (EO) are companies that prioritize service. To determine strategies for improving service quality, you can use the service quality method. This measurement method measures service quality from the attributes of each dimension including reliability, responsiveness, assurance, empathy, and concrete evidence to obtain a gap value. The gap value is the difference between expectations and the actual service received. At the event organizer service company CV Brother Indonesia. Based on the research results, the proposed improvements given are related to the completeness of work supporting facilities and infrastructure, timeliness of the event, human resources, and problem-solving crew during the event which is still not satisfactory according to the client.

 

Keywords: Service Quality, Importance Performance Analysis, Event Organizer


Full Text:

PDF

References


Basak, A., & Siddique, G. (2018). Importance-Performance Analysis (IPA) of Service Quality in Public Transport of Asansol-Durgapur Development Authority . International Journal of Computational Engineering Research, 8(8), 2250–3005.

Goetsch, D. L., & Davis, S. B. (2010). Quality Management for Organizational Excellence (Ninth).

Intan Novita Sari, Harrie Lutfie, & Astri Wulandar. (2019). Pengaruh Kualitas Layanan Terhadap Keputusan Pembelian dan Dampaknya Terhadap loyalitas Pelanggan pada Event Organizer OMG Asia Bandung 2019. Pengaruh Kualitas Layanan Terhadap Keputusan Pembelian Dan Dampaknya Terhadap Loyalitas Pelanggan Pada Event Organizer Omg Asia Bandung 2019, Vol.5, No.(2), 1–7.

Kadłubek, M., & Grabara, J. (2015). Customers’ expectations and experiences within chosen aspects of logistic customer service quality. International Journal for Quality Research, 9(2), 265–278.

Kim, S. K., Yim, B. H., Byon, K. K., Yu, J. G., Lee, S. M., & Park, J. A. (2016). Spectator perception of service quality attributes associated with Shanghai Formula One: Importance and performance analysis approach. International Journal of Sports Marketing and Sponsorship, 17(2), 153–171. https://doi.org/10.1108/IJSMS-04-2016-011

Kotler, P., & Keller, K. L. (2009). manajemen pemasaran (13th ed.).

Kotler, P., & Keller, K. L. (2012). Manajemen Pemasaran (12th ed.). erlangga.

Kualitas, M., & Kepuasan, P. (2014). Penerapan Metode Servqual Pada Skala Likert Untuk Mendapatkan Kualitas Pelayanan Kepuasan Pelanggan. Jurnal Sistem Informasi Universitas Suryadarma, 10(1). https://doi.org/10.35968/jsi.v10i1.990

Martila, J. ., & James, J. . (1977). importance performance analysis. Journal of Marketing, 77–79.

Pariwisata, J. A., Afelino, L. V., Mananda, S., Made, N., & Wijaya, S. (2020). PENGARUH TURNOVER KARYAWAN TERHADAP KUALITAS PELAYANAN WEDDING ORGANIZER (Studi Kasus: PT Bali VIP Indonesia). 20(1), 62–70. www.bridestory.com

Prananda, Y., Lucitasari, D. R., & Abdul Khannan, M. S. (2019). Penerapan Metode Service Quality (Servqual) Untuk Peningkatan Kualitas Pelayanan Pelanggan. Opsi, 12(1), 1. https://doi.org/10.31315/opsi.v12i1.2827

Putra, A. D. (2018). Analisa Kepuasan Pelanggan Event Organizer XYZ menggunakan Metode Service Quality. Respati, 13(2), 41–45. https://doi.org/10.35842/jtir.v13i2.231

Putri, S. I., & Purbohastuti, A. W. (2019). Metode Servqual Dan Importance Performance Analysis Pada Jasa Transportasi Commuter Line. Jurnal Ekonomi Manajemen, 5(2), 134–139. https://doi.org/10.37058/jem.v5i2.1152

Syahrullah, Y., Febriani, A., & Hulwani, B. Z. (2018). Analisis Kepuasan Pelanggan terhadap Implementasi ISO 9001: 2015 dengan Menggunakan Pendekatan Servqual (Studi Kasus: Institut Teknologi Telkom Purwokerto). JIEMS (Journal of Industrial Engineering and Management Systems), 11(2), 84–95. https://doi.org/10.30813/jiems.v11i2.1185

Taryana, F. A., & Fitria, L. (2016). Usulan Peningkatan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pass 17 Event Organizer Bandung Dengan Menggunakan Metode Service Quality. Jurnal Online Institut Teknologi Nasional Januari, 4(01).

Tjiptono, F. (2000). manajemen pemasaran. andi offset.

Tjiptono, F., & Chandra, G. (2016). Service, Quality dan Satisfaction (4th ed.). andi.

Winarno, H., & Absror (Universitas Serang Raya), T. (2017). Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada Pt. Media Purna Engineering. Jurnal Manajemen Industri Dan Logistik, 1(2), 162. https://doi.org/10.30988/jmil.v1i2.38


Refbacks

  • There are currently no refbacks.