PT. DNX Indonesia: The Importance of Service Quality in Indonesian Mining Industry

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Juanda, Juju and Indrajaya, Amelia Naim and Nurfadilah, Dety (2019) PT. DNX Indonesia: The Importance of Service Quality in Indonesian Mining Industry. South East Asia Journal of Contemporary Business, Economics and Law, 19 (2). pp. 30-38. ISSN 2289-1560

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Customer satisfaction is very important for the success of service providers, including in the mining industry sector. Service provider companies must know accurately the level of satisfaction and understand comprehensively how to maintain customer satisfaction level high. It will make customer loyalty robust and at the end the organization will growth and sustainable. This research uses the case of PT. DNX Indonesia. The study aims to measure the satisfaction level of PT. DNX Indonesia’s customers by using SERVQUAL approach. This approach is used to find out more specific gaps between customer expectations and customer ratings for the dimensions of tangibility, reliability, responsiveness, assurance, and empathy. The survey was carried out to acquire data from 22 respondents who represent 90% of DNX’s customers. By knowing the gaps in these aspects, PT. DNX Indonesia can set priorities to increase the level of customer satisfaction which will ultimately increase the company's success. Further studies are also needed to be able to know the vision and long-term plans of DNX Indonesia's current customers and potential customers so that DNX can anticipate trends well. The finding show that attributes plotted in quadrant “keep up the good work” are customer perceive Explosive performance, Call center services, marketing and technical service, Timely explosive delivery schedule, Speed and dexterity of operation and technical crews in serving the needs of customer on site and Operation and technical crews in charge of rapidly dealing with blasting issues. Based on author's knowledge, to date there have not been many studies that measure the level of customer satisfaction in the mining industry using Importance-Performance Analysis (IPA). Key words: Service Quality, SERVQUAL, Customer Satisfaction, Mining, Importance-Performance, Loyalty

Item Type: Article
Subjects: B Philosophy. Psychology. Religion > BJ Ethics
H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Research And Community Empowerment > Journals
Depositing User: Rizky Amalia
Date Deposited: 27 Jan 2020 06:55
Last Modified: 19 Feb 2021 04:55

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