Service Quality Improvement Strategy Shaka Laundry, Lahat Regency
Abstract
In an era of globalization marked by technological advancements and rapid changes in consumer behavior, companies are required to improve operational efficiency and service quality to compete effectively (Kholishudin, 2023). With the increasing number of businesses emerging, competition between companies in the same sector is intensifying. This demonstrates that every company must have a strategy to maintain operational sustainability, particularly in the most crucial aspect, namely human resources (Fonna, 2019). The method applied in this research is a qualitative analysis using a case study approach using a SWOT analysis. This method encompasses various activities such as observation, interviews, and document studies. Qualitative analysis focuses more on deductive and inductive processes and the interactions between observed phenomena, using scientific logic. Shaka Laundry's current service quality does not fully meet customer expectations. This is demonstrated through the SERVQUAL model analysis, which identified negative gaps in the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The tangibles and reliability dimensions have the largest gaps, indicating that the visual aspects of service and the reliability of delivering on promised turnaround times still need significant improvement.
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