Servqual analysis in improving customer satisfaction at PT Joie Production Bandung
DOI:
https://doi.org/10.55324/ijoms.v3i11.977Keywords:
servqual, customer satisfaction, perceptionAbstract
The purpose of this study is to examine the influence of service quality on consumer satisfaction at PT Joie Production, a convection company located in the city of Bandung, Indonesia. The study uses probability sampling with a simple random sampling method, and the sample size is determined using the Slovin formula which produced 58 respondents from a population of 140 consumers in the past year. The data was analyzed using statistical methods to test the validity and reliability of the questionnaire, as well as measure the quality of service based on the SERVQUAL method. The results of the study show that the overall service quality has a negative average gap of -0.022, indicating that services are generally below customer expectations and unsatisfactory. The highest perception value was in the responsivity dimension of 4.41 and the lowest perception value is reliability of 3,899. Based on the results of interviews with several consumers, it was obtained that price is a consideration, but from the waiting time can be an important thing and the reason why consumers do not continue PT. When complaints are handled properly, customers are more likely to return to transact again, creating stronger loyalty Complaints that are handled well, along with quality service, can significantly increase customer satisfaction levels.
References
Aruan, D. T. H., & Wirdania, I. (2020). You are what you wear: examining the multidimensionality of religiosity and its influence on attitudes and intention to buy Muslim fashion clothing. Journal of Fashion Marketing and Management, 24(1). https://doi.org/10.1108/JFMM-04-2019-0069
Choi, A. (2020). Social comparison in fashion blogging: “creative self” as the new genre in fashion communication. Journal of Fashion Marketing and Management, 24(4). https://doi.org/10.1108/JFMM-07-2019-0140
Choi, E. J., Park, B. R., Kim, N. H., & Moon, J. W. (2022). Effects of thermal comfort-driven control based on real-time clothing insulation estimated using an image-processing model. Building and Environment, 223. https://doi.org/10.1016/j.buildenv.2022.109438
Choufan, L. (2022). Fashion You Do Not Own, Fashion You Cannot Feel: Toward a New Paradigm of Sharing Fashion in the Digital Age. Fashion Theory - Journal of Dress Body and Culture, 26(3). https://doi.org/10.1080/1362704X.2021.1912954
Entwistle, J. (2023). The Fashioned Body: Fashion, Dress and Modern Social Theory. Polity Press. https://books.google.co.id/books?id=b82_EAAAQBAJ
Gazzola, P., Pavione, E., Pezzetti, R., & Grechi, D. (2020). Trends in the fashion industry. The perception of sustainability and circular economy: A gender/generation quantitative approach. Sustainability (Switzerland), 12(7). https://doi.org/10.3390/su12072809
Jung, H. J., Choi, Y. J., & Oh, K. W. (2020). Influencing factors of chinese consumers’ purchase intention to sustainable apparel products: Exploring consumer “attitude–behavioral intention” gap. Sustainability (Switzerland), 12(5). https://doi.org/10.3390/su12051770
Kotler, P. dan K. L. Keller. (2016). Manajemen Pemasaran (1st & 2nd ed.). PT. Indeks.
Kumar, S., & Yadav, R. (2021). The impact of shopping motivation on sustainable consumption: A study in the context of green apparel. Journal of Cleaner Production, 295. https://doi.org/10.1016/j.jclepro.2021.126239
Morgeson, F. V., Hult, G. T. M., Mithas, S., Keiningham, T., & Fornell, C. (2020). Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship. Journal of Marketing, 84(5). https://doi.org/10.1177/0022242920929029
Nannini, V. (2020). Fashion consumption in digital media: Multiple practices and new identities. Fashion, Style and Popular Culture, 7(4). https://doi.org/10.1386/fspc_00041_1
Parasuraman. (2014). The Behaviorial Consequenses Of Service Quality. Prentince Hall.
Qu, S., Wang, Z., & Liu, W. (2021). Clothing adjustment in outdoor environment: A new clothing model based on temperature change. Building and Environment, 206. https://doi.org/10.1016/j.buildenv.2021.108395
Su, X., Wang, Z., Zhou, F., Duanmu, L., Zhai, Y., Lian, Z., Cao, B., Zhang, Y., Zhou, X., & Xie, J. (2022). Comfortable clothing model of occupants and thermal adaption to cold climates in China. Building and Environment, 207. https://doi.org/10.1016/j.buildenv.2021.108499
Tang, Y., Su, Z., Yu, H., Zhang, K., Li, C., & Ye, H. (2022). A database of clothing overall and local insulation and prediction models for estimating ensembles’ insulation. Building and Environment, 207. https://doi.org/10.1016/j.buildenv.2021.108418
Tjiptono, F. (2012). Service Management Mewujudkan Layanan Prima. Yogyakarta: Andi. Andi.
Zheng, W., Shao, T., Lin, Y., Wang, Y., Dong, C., & Liu, J. (2022). A field study on seasonal adaptive thermal comfort of the elderly in nursing homes in Xi’an, China. Building and Environment, 208. https://doi.org/10.1016/j.buildenv.2021.108623
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Lenny Mulyani, Mentiana Sibarani
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
