Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya

Jurnal Manajemen Teori Dan Terapan

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Field Value
 
Title Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya
 
Creator Pratiwi, Dwi Dini
 
Subject SERVQUAL, Kano, Quality Function Deployment, customer satisfaction.
 
Description For companies engaged in the service-providing sector, good service by meeting customer's desires and needs is a must in order to thrive competitively. This case study was conducted on service provided by the government social insurance company engaged in traffic accident insurance services in Surabaya. As an industry that provides service, customer satisfaction is of importance in order to gain trust from the public, reduce negative opinion in public, and support the objective of good governance. This study integrated the SERVQUAL-Kano method to evaluate customer satisfaction concerning 18 service attributes related to service provided by the social insurance company. Further efforts were then made to find solutions for service attributes with low satisfaction scores by using the Quality Function Deployment (QFD) method. Therefore, the results can help to improve the quality of service. The results were in the form of a priority improvement design for strategic decision recommendations that can be implemented by the company to increase customer satisfaction.
 
Publisher Universitas Airlangga
 
Contributor
 
Date 2021-04-26
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://e-journal.unair.ac.id/JMTT/article/view/22677
10.20473/jmtt.v14i1.22677
 
Source Jurnal Manajemen Teori dan Terapan; Vol 14, No 1 (2021); 50-68
2548-2149
1979-3650
 
Language eng
 
Relation https://e-journal.unair.ac.id/JMTT/article/view/22677/pdf
https://e-journal.unair.ac.id/JMTT/article/downloadSuppFile/22677/6711
https://e-journal.unair.ac.id/JMTT/article/downloadSuppFile/22677/6712
https://e-journal.unair.ac.id/JMTT/article/downloadSuppFile/22677/6713
https://e-journal.unair.ac.id/JMTT/article/downloadSuppFile/22677/6714
https://e-journal.unair.ac.id/JMTT/article/downloadSuppFile/22677/6715
 
Rights Copyright (c) 2021 Dwi Dini Pratiwi
http://creativecommons.org/licenses/by/4.0
 

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