Customer Satisfaction in Cleaning Service Industry PT. Vida Indonesia Case
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Hamzah, Rudly Syafridwan
Subject
HD Industries. Land use. Labor
Datestamp
2020-01-22 04:18:47
Abstract :
This project was commissioned to examine standard service quality in cleaning service division of PT. Vida to achieve customer satisfaction. It is important because although opportunity of cleaning service industry is still big, international franchise competitor and strong bargaining power of customer are threatened. The method of this project is using servqual and SWOT matrix analysis. The research will measure cleaning service quality in Graha Juanda hospital as one of the biggest client from PT. Vida from end-customer point of view. The method to analyze is using quantitative analysis to end-customer. It survey to 50 end-customers that divided by employee/ doctor, patient, visitor. The survey is about how satisfy the end-customer based on five dimensions of servqual quality service. Recently, the research is about the user perspective, now is deeper to the end-customer satisfaction to see if the service from PT. Vida is reach to the both user and end-customer. Moreover PT. Vida should know the strength and the weakness the product. They should keep the strength as their main power and increase the performance of the weakness. PT. Vida is counting on the supervisor to run the business in Graha Juanda hospital. So the supervisor must be an employee who can be relied to handle almost 24 employees. Recommendations discussed include: maintain the performances in toilet area, do training periodically, do morning meeting to share value, lastly they must improve quality performances to grab the market opportunity.
This project was commissioned to examine standard service quality in cleaning service division of PT. Vida to achieve customer satisfaction. It is important because although opportunity of cleaning service industry is still big, international franchise competitor and strong bargaining power of customer are threatened. The method of this project is using servqual and SWOT matrix analysis. The research will measure cleaning service quality in Graha Juanda hospital as one of the biggest client from PT. Vida from end-customer point of view. The method to analyze is using quantitative analysis to end-customer. It survey to 50 end-customers that divided by employee/ doctor, patient, visitor. The survey is about how satisfy the end-customer based on five dimensions of servqual quality service. Recently, the research is about the user perspective, now is deeper to the end-customer satisfaction to see if the service from PT. Vida is reach to the both user and end-customer. Moreover PT. Vida should know the strength and the weakness the product. They should keep the strength as their main power and increase the performance of the weakness. PT. Vida is counting on the supervisor to run the business in Graha Juanda hospital. So the supervisor must be an employee who can be relied to handle almost 24 employees. Recommendations discussed include: maintain the performances in toilet area, do training periodically, do morning meeting to share value, lastly they must improve quality performances to grab the market opportunity.
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