Service Analysis at Java Laundry Using Servqual and IPA Methods

Abstract

Jawa Laundry is a small business engaged in laundry services. The services offered can be washing, drying, and/or ironing. Preliminary data indicates a decrease in income over the past six months in the period from January to June, respectively as follows: Rp458,839, Rp451,897, Rp402,290, Rp253,367, Rp402,290, and Rp254,433. The purpose of this study was to identify differences in service quality with expectations, measure the level of service satisfaction and identify factors that must be prioritized in meeting service quality. The method used is the service quality method and importance performance analysis. . Based on the results of data processing, the difference between service quality and consumer expectations at Jawa Laundry shows 7 statements with negative gap scores and 10 statements with positive gap scores. The level of service satisfaction with the lowest score received by consumers is in the responsiveness and empathy dimensions with a gap score of -0.08 and the service with the highest score in the tangible dimension with a gap score of 0.01. The factors that must be prioritized in meeting service quality are attributes in quadrant I with 5 attributes that have a negative gap score, so that proposals can be made to improve performance for customer satisfaction and trust.