SERVICE QUALITY IMPROVEMENT WITH SIX SIGMA DMAIC METHODOLOGY USING SERVQUAL AND IPA AT PT. MARCOPOLO HOMESTAY

Lim, Vincent Michael (2019) SERVICE QUALITY IMPROVEMENT WITH SIX SIGMA DMAIC METHODOLOGY USING SERVQUAL AND IPA AT PT. MARCOPOLO HOMESTAY. S1 thesis, UAJY.

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Abstract

The capital city of the Riau Province in Indonesia, Pekanbaru, is an evergrowing economic center with increasing yearly number of comers in form of workers, entrepreneurs, tourists, etc. from another town and country. This, of course, will directly cause the needs of accommodation services, especially lodging, to increase which will also cause competition in the lodging market to be tighter. A lodging establishment has to efficiently and effectively improve and control their service quality so they can compete with their rivals. PT. Marcopolo Homestay is one of the hundreds hospitality/lodging service industries available in Pekanbaru that is still receiving relatively handful amount of customer’s complaints regarding the service quality offered. The main objective of this research is to increase the service quality in PT. Marcopolo Homestay so the amount of customer’s complaint can be reduced and competitive advantages in the increasingly crowded market can also be achieved. This is conducted by adopting the principles of Six Sigma DMAIC (Define, Measure, Analyze, Improve and Control) methodology with the help of tools such as SERVQUAL and IPA (Importance-Performance Analysis) to help during Measure and Analyze phase. The result of SERVQUAL shows increase in service quality of the focused attributes after the implementation of improvement actions. The average Satisfaction Level of the improved attributes is 76.54% pre-improvement and 84.54% post-improvement, indicating a notable 8% increase. The average of Sigma Level for the focused items also increased from 2.23 preimprovement to 2.52 post-improvement, indicating a 0.29 increase.

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