Analysis of Customer Satisfaction Levels Towards the Parking System at Ittelkom Surabaya using Servqual Methods

Nabilla Adinna Cahyani, Rizqa Amelia Zunaidi, Benazir Imam Arif Muttaqin

Abstract


ITTelkom Surabaya is a campus that was established in 2018. The increasing number of students can affect the quality of parking lots that can be accommodated. Based on data on parking attendants' quality and service satisfaction, students feel dissatisfied due to the many shortcomings in the facilities and quality of service in parking at ITTelkom Surabaya. This study aims to measure service quality and analyze which factors affect customer satisfaction with the parking system at ITTelkom Surabaya. This research is conducted using quantitative analysis with the Servqual method. Questionnaire forms were distributed to parking lot users in data collection, and the data were collected from students. The existence of this research can be used as an evaluation material to develop the satisfaction of the parking system as measured. The results showed that measuring the service quality of the vehicle parking system at ITTelkom Surabaya still needs improvement. The gap value in some statement attributes shows that the parking system's customer service quality still needs to meet expectations. Then, the factors that impact customer satisfaction with the parking system at ITTelkom Surabaya are the variables X1 (Tangible) and X3 (Responsiveness). Both variables have a low significance T-test value, so there needs attention to improving and evaluating the parking system at ITTelkom Surabaya to fulfill customer wants and needs.

Keywords


Satisfaction; Parking lot; Servqual; Linier regression; Gap test

Full Text:

PDF

References


Abdullah, R. (2020). Pengaruh Current Ratio (CR), Debt Equity Ratio(DER), Dan Ukuran Perusahaan (Size) Terhadap Return On Equity (ROE). Studi Pada Perusahaan Manufaktur Sub Sektorkonsumsi Yang Terdaftar Di Bei Periode 2015 - 2018.

Alaan, Y. (2016). Pengaruh Service Quality (Tangible, Empathy, Reliability, Responsiveness, dan Assurance) terhadap Customer Satisfaction: Penelitian pada Hotel Serela Bandung. Jurnal Manajemen, 15(2). http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/126

Alfatiyah, R., & Apriyanto. (2019). Analisis Kualitas Pelayanan Parkir Dengan Metode Servqual, IPA, dan QFD Untuk Meningkatkan Kepuasan Pelanggan Di PT. Securindo Packatama Indonesia. JITMI, 2 No.2, 106–116. https://doi.org/http://dx.doi.org/10.32493/jitmi.v2i2.y2019.p105-115

Bachtiar, M. Y., Ismiyah, E., & Rizqi, A. W. (2022). Analisis Kualitas Pelayanan Dengan Metode Servqual Guna Meningkatkan Kepuasan Pelanggan Pada Pelayanan Jasa Transportasi Terminal Maulana Malik Ibrahim. Jurnal Teknik Industri, 8(2), 2022. https://doi.org/http://dx.doi.org/10.24014/jti.v8i2.20075

Brysland, A., & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality: An International Journal, 11(6), 389–401. https://doi.org/10.1108/09604520110410601

Fuad, H., & Mabrur, A. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Jasa Parkir (Studi Pada Mahasiswa Universitas Sultan Ageng Tirtayasa Serang. Jurnal Manajemen Dan Bisnis, 1(2), 55–70. https://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/1230

Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis. Prentice Hall, Inc.

Hendryadi. (2017). Validitas Isi: Tahap Awal Pengembangan Kuesioner. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 2(2), 169–178. https://doi.org/https://dx.doi.org/10.36226/jrmb.v2i2.47

Jumliadi, Arsyam, M., & Alwi, A. M. S. (2020). Strategi Komunikasi Pembelajaran Dari Rumah Dalam Lingkungan Keluarga Di Masa Pandemi. Komunida: Media Komunikasi Dan Dakwah, 10(2), 231–241. https://doi.org/10.35905/komunida.v7i2

Kotler, P., Keller, K. L., Molan, B., & Sarwiji, B. (2009). Manajemen Pemasaran (13th ed.). PT. Indeks Kelompok Gramedia.

Kuncoro, D., Abimanyu, R., Kurniawan, R., & Umam, K. (2022). Analisis Tingkat Kepuasan Pelanggan Pada Pelayanan Lahan Parkir Menggunakan Metode Service Quality. IMTechno: Journal of Industrial Management and Technology, 3(2). https://doi.org/https://doi.org/10.31294/imtechno.v3i2.1228

Lukita, C., Pranata, S., & Agustin, K. (2019). Metode Servqual Dan Importance Performance Analysis Untuk Analisa Kualitas Layanan Jasa Pendidikan Tinggi Pada Mahasiswa Di Cirebon. Jurnal DIGIT, 9(2), 167–177. https://doi.org/https://doi.org/10.51920/jd.v9i2.117

Mulki, M. N. M. (2019). Tinjauan Hukum Positif Dan Hukum Islam Tentang Tarif Parkir Di Kawasan Pantai Tulungagung.

Mutmainah, I., Yulia, I. A., Marnilin, F., & Mahfudi, A. Z. (2022). Gap Analysis Untuk Mengetahui Kinerja Implementasi Program Merdeka Belajar Kampus Merdeka. Jurnal Ilmiah Manajemen Kesatuan, 10(1), 19–34. https://doi.org/10.37641/jimkes.v10i1.934

Nida, M. J., & Herianto. (2021). Konsep Uji Validitas Dan Reliabilitas Dengan Menggunakan SPSS. OSF Preprints, 1. https://doi.org/https://doi.org/10.31219/osf.io/v9j52

Novadi, I. N., & Mahbubah, N. A. (2021). Evaluasi kualitas pelayanan pelanggan berbasis integrasi servqual-six sigma di kuma coffee and eatery kabupaten gresik. Jurnal Sains Dan Teknologi, 21(2), 302–317. https://doi.org/http://dx.doi.org/10.36275/stsp.v21i2.423

Nugraha, A. E., Kusnadi, K., & Dampang, S. (2019). Pengaruh Kualitas Pelayanan dan Fasilitas Lahan Parkir terhadap Kepuasan Civitas Kampus. JIEMS (Journal of Industrial Engineering and Management Systems), 12(1). https://doi.org/10.30813/jiems.v12i1.1536

Kotler, P., Molan, B., & Sarwiji, B. (2005). Manajemen Pemasaran (11th ed.). PT. Indeks Kelompok Gramedia.

Tjiptono, F. (2001). Manajemen Jasa (2nd ed.). Andi Yogyakarta.

Tjoanoto, M. T., & Kunto, Y. S. (2013). Pengaruh Service Quality terhadap Customer Satisfaction di Restoran Jade Imperial. Jurnal Manajemen Pemasaran Petra, 1(1), 1–9. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/126

Trimarjoko, A., Mukhlis, D., Fathurohman, H., & Suwandi, S. (2020). Metode Value Stream Mapping dan Six Sigma untuk Perbaikan Kualitas Layanan Industri di Automotive Services Indonesia. IJIEM (Indonesian Journal of Industrial Engineering & Management), 1(2), 91–104. https://doi.org/http://dx.doi.org/10.22441/ijiem.v1i2.8873

Yolanda, H., Rahmi, I., & Maiyastri. (2017). Evaluasi Pelayanan Administrasi Terpadu (Paten) dengan menggunakan Metode Servqual Six Sigma (Studi Kasus di Kecamatan Kuranji, Padang). Jurnal Matematika UNAND, VI No.1, 118–127. https://doi.org/https://doi.org/10.25077/jmu.6.1.118-127.2017




DOI: http://dx.doi.org/10.22441/ijiem.v5i2.22826

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

IJIEM - Indonesian Journal of Industrial Engineering & Management
Program Pascasarjana Magister Teknik Industri Universitas Mercu Buana
Kampus Menteng - Gedung Tedja Buana, Floor 4th  
Jl. Menteng Raya No. 29  Jakarta Pusat- Indonesia
Tlp.: +62 21 31935454 Fax: +62  21 31934474
http://publikasi.mercubuana.ac.id/index.php/ijiem

Email:  [email protected]

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

 

Web Analytics Made Easy - Statcounter View My Stats

The journal is indexed by: