Pengendalian Kualitas Pelayanan dengan Penerapan Service Quality dan Importance Performance Analysis pada PT. Al Abidin Al Mubarok

Abstract

PT. Al Abidin Al Mubarok is a company engaged in the field of tour and travel service bureaus serving domestic tourism and international religious tourism, especially Hajj and Umrah pilgrimages that provide direct consultation and guidance for Hajj and Umrah pilgrimages in theory and practice for provision to all consumers. before leaving for the Hajj and Umrah pilgrimages. In carrying out the activities of the company can’t be separated from consumer complaints. There were 35 negative reviews out of 50 reviews or 70% which came from consumers or pilgrims guided by PT. Al Abidin Al Mubarok. This study aims to analyze service quality in order to minimize the number of complaints about service quality and increase consumer satisfaction with service users on the quality of services provided. Collecting data with 132 respondents through distributing questionnaires using Google forms and direct interviews with several consumers as initial research. The servqual method is used to identify customer complaints based on the gap between performance and expectations. The Importance Performance Analysis (IPA) method is used to determine the top priority for improving service quality. The servqual method produces that the dimension that has the largest negative gap value is on the tangible dimension, namely the attribute "availability of good and sufficient facilities". Calculation of Service Quality (Gap) to analyze attributes/indicators that are not in accordance with the expectations of service users and become a priority for service improvement as seen from the Importance Performance matrix, namely there are 2 attributes that have not met expectations, namely PT3 and PR1.