CHALVIAN, NOVAL (2025) ANALISIS KEPUASAN KONSUMEN PT. ISS INDONESIA UNTUK MENINGKATKAN KUALITAS PELAYANAN CLEANING SERVICE DENGAN METODE SERVQUAL DAN HOQ Studi kasus di Stasiun TV. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to evaluate the level of customer satisfaction with the cleaning service of PT ISS Indonesia and provide data-based improvement proposals using the SERVQUAL, House of Quality (HoQ), and Interpretive Structural Modeling (ISM) methods. The survey was conducted on 196 respondents from TV stations. SERVQUAL results show that all attributes have negative gap values, with the Tangibles dimension recording the highest average gap of -0.31, followed by Reliability (-0.27). The attribute with the highest gap was “Officers present according to work schedule” (-0.33). Based on these results, eight customer needs were formulated as WHATs in the HoQ, then mapped against eight HOWs (technical characteristics). The results showed “Daily briefing and performance evaluation” to be the top priority with the highest weight (642). Next, ISM was used to structure the improvement hierarchy. MICMAC results showed that most elements were in the Linkage quadrant, which means they are interdependent and sensitive to change. The integration of these three methods provides a comprehensive understanding of the aspects of service that need to be improved, and assists management in developing a targeted and prioritized service quality improvement strategy. Keywords: Customer satisfaction, SERVQUAL; House of Quality, ISM, Cleaning Service Penelitian ini bertujuan mengevaluasi tingkat kepuasan pelanggan terhadap layanan cleaning service PT. ISS Indonesia dan memberikan usulan perbaikan berbasis data menggunakan metode SERVQUAL, House of Quality (HoQ), dan Interpretive Structural Modeling (ISM). Survei dilakukan terhadap 196 responden dari Stasiun TV. Hasil SERVQUAL menunjukkan semua atribut memiliki nilai gap negatif, dengan dimensi Tangibles mencatat rata-rata gap tertinggi sebesar -0,31, diikuti Reliability (-0,27). Atribut dengan gap tertinggi adalah “Petugas hadir sesuai jadwal kerja” (-0,33). Berdasarkan hasil ini, delapan kebutuhan pelanggan dirumuskan sebagai WHATs dalam HoQ, lalu dipetakan terhadap delapan HOWs (karakteristik teknis). Hasil menunjukkan “Briefing harian dan evaluasi performa” menjadi prioritas utama dengan bobot tertinggi (642). Selanjutnya, ISM digunakan untuk menyusun struktur hierarki perbaikan. Hasil MICMAC menunjukkan sebagian besar elemen masuk kuadran Linkage, yang berarti saling bergantung dan sensitif terhadap perubahan. Integrasi ketiga metode ini memberikan pemahaman menyeluruh terkait aspek layanan yang perlu ditingkatkan, serta membantu manajemen dalam menyusun strategi peningkatan mutu layanan secara terarah dan prioritas. Kata kunci: Kepuasan pelanggan, SERVQUAL; House of Quality, ISM, Cleaning Service
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