Jurnal Sains Dan Teknologi (SAINTEKBU)
Vol. 13 No. 01 (2021): Volume 13 No. 01 Januari 2021

Integrasi Servqual Dan Ahp Untuk Evaluasi Kualitas Layanan Dekranasda

A Aviv Mahmudi (STIE YPPI REMBANG)

Article Info

Publish Date
15 Jan 2021

Abstract

Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight each dimension and criteria. The results showed that there were 10 service criteria that had to be improved immediately by Dekranasda, so as to improve customer quality.

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Journal Info
Jurnal Sains Dan Teknologi (SAINTEKBU)
Website

Abbrev

saintek

Publisher

Universitas KH. A. Wahab Hasbullah

Subject

Computer Science & IT Control & Systems Engineering Library & Information Science

Description

JURNAL SAINTEKBU adalah Jurnal ilmiah yang mewadahi hasil penelitian bidang informatika, ilmu komputer, teknologi komputer yang diterbitkan oleh Universitas KH. A. Wahab Hasbullah ...