Analisis Kualitas Pelayanan NDT Terhadap Kepuasan Pelanggan Menggunakan Metode Importance Performance Di PT. XYZ
Kata Kunci:
Importance Performance Analysis (IPA), Customer Satisfaction, NDT ServicesAbstrak
PT. XYZ is one of the NDT training service providers in Batam City. Currently we focus on providing various NDT inspection services such as Radiographic Interpreter (RI), Ultrasonic Test (UT), Magnetic Particle Testing (MT), Penetrant Testing (PT). PT. XYZ has a vision and mission to become a professional and reliable company in the field of inspection, testing, NDT services and certification and providing services in accordance with statutory regulations. However, based on the preliminary research that has been carried out, there are still several complaints felt by customers, such as the timeliness of service, the attitude of mentor trainers and responsive staff, as well as the quality of training received by customers, so in this case it is necessary to improve the quality of services available at NDT training, to improve the quality of services that can meet customer desires, the method used to improve the quality of NDT training services is using the Importance Performance Analysis (IPA) method, where this method is to be able to measure service quality and at the same time be able to group the service attributes that will be used. service improvement, as for the results of this research that have been obtained then It can be obtained that the average customer expectation is 4.35 and actual performance is 3.94, which indicates a significant gap between expectations and reality. In the IPA quadrant matrix analysis, it was found that the main improvement priority attributes were in quadrant III, which included the availability of facilities. This attribute has a high level of expectations, but its performance is assessed as low by customers, so it requires improvement to meet customer expectations.
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