A Design of Improved Service Quality with Six Sigma Based-Servqual (Case Study on Internet Service Provider Company)

Carolina, Yenni (2013) A Design of Improved Service Quality with Six Sigma Based-Servqual (Case Study on Internet Service Provider Company). In: International Research Conference on Business and Economics 2013, 28-30 June 2013, Semarang.

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The purpose of this research was to obtain a design of service quality improvement with Six Sigma based-Servqual. This research was motivated by the increase of internet user in Indonesia which reached 40-45 percent, and even Indonesia become the fourth-rank country in Asia for the internet users. Business competition would inevitable and encourage companies to think in more creative and competitive ways in order to survive and take profits to the company. One of the strategic efforts that can be taken was to reach customers loyalty as well as to capture new customers. Many studies confirmed service quality contributing to establishment of customer loyalty therefore business entity must consider service quality to capture loyalty from its customers. This research applied Six Sigma as a design for service quality improvement to achieve a zero-defect rate. Sigma level was measured through a preliminary survey to summarize critical characteristics which customer were expected in internet service providers company by using Zeithaml, et.al. SERVQUAL dimensions. The results of a preliminary survey were then processed into the final survey which aimed to measure the Sigma level of the company's service. Final survey applied dual stimulus definition in presenting the survey questions and the critical characteristic which successfully summarized from the initial survey. The result showed seven critical characteristics were in the internet service provider company, namely, reliability, responsiveness, assurance, empathy, tangibles, connection quality, and after-sales service.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Six Sigma, Servqual, Service Quality, Customer Loyalty
Subjects: H Social Sciences > HF Commerce > HF5601 Accounting
Depositing User: Perpustakaan Maranatha
Date Deposited: 23 Jan 2017 02:38
Last Modified: 23 Jan 2017 02:38
URI: http://repository.maranatha.edu/id/eprint/21326

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