Analysis of service quality according to Parasuraman's theory (SERVQUAL) at CV Tirta Sari Abadi

Abstract

This study aims to analyze the service quality of CV Tirta Sari Abadi using the SERVQUAL approach, which ecompasses the aspects of tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive case study method was used. Data was collected through interviews, observation, and documentation. The findings reveal that the overall service quality of CV Tirta Sari Abadi is considered good, especially in the term of reliability and responsiveness. The aspect of assurance and empathy are also perceived positively thanks to the proffesionalism of the employee and their attention to customer needs. However, limitations were identified in the tangibles dimension, especially regarding vehicle conditions and supporting facilities. The study concludes that improvements in physical aspect are necessary to increase sustainable customer satisfaction.