Identify the Quality of Studio Services Using the Servqual and Quality Function Deployment Methods
Journal Title: International Journal of Social Science And Human Research - Year 2024, Vol 7, Issue 12
Abstract
This study evaluates the service quality of Studio Toha using the SERVQUAL and Quality Function Deployment (QFD) methods. The research focuss on analyzing the gaps between customer expectations and actual service delivery across five key dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data was collected through a survey of studio users utilizing a questionnaire designed to measure the importance and satisfaction levels of service attributes. Validity testing showed that all attributes were valid (r > 0,361) and demonstrated high reliability (Cronbach’s Alpha 0,804). The findings reveal that attributes such as 24-hour security and a well-functioning air conditioning system had the highest positive SERVQUAL scores (0,30 and 0,21, respectively), indicating customer satisfaction in this area. However, attributes like lobby crew availability (0,03) and timeliness in studio preparation (0,07) require significant improvement. These results emphasize the importance of facility maintenance, employee training, and the provision of suggestion boxes as critical steps for service enhancement. This study suggests ongoing improvement strategies to better align services with customer expectations and increase overall satisfaction. The research offers practical insights for Studio Toha’s management to identify strengths and areas for improvement, thereby maintaining competitiveness in the studio rental industry.
Authors and Affiliations
Adriano Oktoriano, Cahyano, Erie Maulidia Safitri
Keywords
Related Articles
- EP ID EP752826
- DOI 10.47191/ijsshr/v7-i12-29
- Views 32
- Downloads 0
Leadership Model of Pondok Pesantren Salafiyah in Banten Province: Exploration of the Leadership of Non-Formal Islamic Educational Institutions
Pondok Pesantren is one of the Islamic religious education institutions in Indonesia. The number of criticisms regarding the pattern of pondok pesantren leadership that cannot keep up with the times is the reason for thi...
The Power of Innovation: Entrepreneurship Ecosystem, Components, Research and Start-Up Approaches and the Development Process of the Entrepreneurship Ecosystem in Turkey
This article, under the title "The Power of Innovation: Entrepreneurship Ecosystem, Components, Research and Start-up Approaches and the Development Process of the Entrepreneurship Ecosystem in Turkey", examines how Turk...
Analysis of Practicum Implementation During the Pandemic Period at the Department of Biology, Padang State University
Biology learning aims to provide a variety of direct learning experiences through the practicum. During the current Covid-19 pandemic, practicums are carried out online or online. Based on the results of interviews with...
The Impact of Credibility of the News Source DETIK.COM on the Confidence of Tama Jagakarsa Students’ University in the Accuracy of News Reports
Selecting a trustworthy and credibility news source is essential to avoiding falling for hoaxes or fake news, as there are still plenty of online news managers who post news that is interesting but ultimately less signif...
The Epic “Alpomish” By Fozil Yuldash Oglu and the Works of Hamid Olimjon
This article is about the influence and inspiration of the epic “Alpomish” sung by Fozil Yuldash oglu on the work of the poet Hamid Olimjon, and the poet's article in the epic “Alpomish” entitled “In the place of the pre...