Abstract:This study aims to determine the indicators that affect the quality of service for the company. Service quality analysis is carried out by integrating the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. Servqual is a method that identifies service quality using five dimensions: tangible, reliability, responsiveness, assurance, and empathy. Each dimension in the deployment becomes several indicators that describe the moment of truth of the quality of service the company provides to… Show more
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