ATTRIBUTES OF IMPROVING SERVICE QUALITY ON CONSUMER SATISFACTION WITH SERVQUAL APPROACH

Abstract
This research aim to find out service
quality attributes that can increase customer
satisfaction. One service company is CV.
Nirwana which is engaged in the sale and
service of office equipment maintenance.
winning business competition company must
create a strategy that can improve the quality
of service to consumers.Themethod used in this
study is the ServQual Method which includes 5
main dimensions, namely Tangibles,
Reliability, Responsiveness, Assurance and
Emphaty. The ServQual method is a tool used
to measure the services or products of the
quality of services received by consumers.
Based on the level of service quality
there is a negative attribute value on the
variable on the dimensions of reliability and
responsiveness. Negative values indicate that
the quality of service is not quality and
consumers do not feel satisfaction with the
services provided by the company. Positive
values are found in the tangibles, assurance
and empathy variables which show that the
service provided can be said to be a surprise
and consumers feel satisfaction with the
service. Therefore, the company is expected to
be able to improve the quality of services that
are of negative value, namely engine
cleanliness after repairs, speed and timeliness
in providing services, seriousness and
reliability of technicians in completing repairs,
availability of historical data / recording
systems that are good at service, providing
service services in accordance with promise,
Alertness in providing assistance to consumers
if experiencing difficulties Provide a good
explanation of repairs, costs and estimated
time to consumers, the ability of service
advisors in diagnosing customer problems /
complaints.