Customer Loyalty Based On Gap Analysis Of Standard Service Quality In Cleaning Service Industry PT. VIDA Indonesia

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"Knowledge without observation is nil"

Asiah, Cemisya Umiakulsum and Ismah, Fildzah Wilya and Syafridwan, Rudly (2015) Customer Loyalty Based On Gap Analysis Of Standard Service Quality In Cleaning Service Industry PT. VIDA Indonesia. Project Report. Sekolah Tinggi Manajemen IPMI, Jakarta Selatan. (Unpublished)

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This project was commissioned to examine standard service quality in cleaning service division of PT. Vida to achieve customer loyalty. It is important because although opportunity of cleaning service industry is still big, international franchise competitor and strong bargaining power of customer are threatened. Gap analysis in theory of service quality model is the method of this project. Team limiting the gap analyze become three gaps; gap between management perceptions and translate of perception, gap between translate of perceptions and service delivery, and gap between perceived services and expected service. Method to analyze first gap is interview management, competitor, and expert in industry with implementation of TQM practice. Second gap analyze by doing quantitative study; survey to 64 field worker in four big client namely PT. KAI Bandung, RS Juanda, Dipo Office Tower, and PT. PKBN. The survey is about how understand the employees about SOP documents as translate of management perception. Lastly, deep interviewed with those four big clients are the method that team used to understand the gap between perceived service and expectation service. The interviewed was with guided question with Servqual approach. Recently, gap between management perceptions and it‟s translate is still big. Many information of what management want didn‟t specify and the information not prevalent. Based on expert review, the important key to minimize this gap is on SOP document and controlling from management and from supervisor and leader in the field. Gap between translates of perception which is SOP document and service delivery, is relatively big. The number show rough rate how employees know the existence of SOP document, how they read it, and how they understand it. Whereas the percentage number also shows many of them have willingness to use it as a guide for work and needed to change. There also some diversity of knowledge in every workplace. Despite there are some gap between perceived service and expectation service, in client perspective, overall PT. Vida had given a good service quality for client. Recommendations discussed include: revised SOP document by detailing it based on place of work, change the formant and structure, and adding some rules, standard, and knowledge. Tensioned control from management, supervisor and leader, and quality assurance. Documenting the work with check sheet, complain form, monthly report, and bulletin. Lastly, focus in worker by standardize they knowledge, training periodically, reward and recognition, synchronize worker perception, and do worker involvement.

Item Type: Monograph (Project Report)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
Divisions: Library > GFP (Group Field Project)
Depositing User: Putri Lumithasari
Date Deposited: 24 Jan 2020 08:26
Last Modified: 24 Jan 2020 08:26

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