A Study of Customer Satisfaction in Administration Procedure at Food Testing Laboratory by SERVQUAL Method

Abstract

Food Testing Laboratory is the agency that provides services of testing samples of the Original farm. The measurement of customer satisfaction in this instance has not been detected according to the value of the interests of the customer. This study aims to learn the level of customer satisfaction according to the views of customers and find what things need to be evaluated for quality improvement. The research on the methods of dimension 5 uses their Service Quality, i.e. reliability, Responsiveness, Assurance, empathy and also physical evidence. Customer satisfaction measurement is done with the dissemination of a questionnaire on 64 respondents. The results have been analyzed using SERVQUAL method and Diagram of Importance-Performance Analysis (IPA) that is processed using Microsoft Excel and SPSS Software obtained that 19% of customers have been feeling very satisfied with the services provided while 81% were satisfied. Quality improvement priority also needs to be done for 2-dimensional variable guarantee with priority improvements to the 9th variable.