Productivity and Quality in Smart Manufacturing Systems

SERVICE QUALITY ASSESSMENT PT. DISTRIBUTOR REAGENT: COMBINATION OF SERVICE QUALITY AND IMPORTANCE-PERFORMANCE ANALYSIS METHODS

Kuat Watini and Moses Laksono Singgih

Abstract

The need for laboratory reagents is currently an essential need, this condition is due to the growing development of research in the field of science and the increase in health checks in the community, especially due to pandemic conditions. The need for these reagents is also met by imports through designated distributors in Indonesia. PT. Distributor of Reagents is one of the importing companies for Laboratory reagent products in Indonesia. One of the main products that are needed a lot at this time is the Genomics product which is a product for the completeness of the Covid-19 examination using the PCR technique. However, customer demand did not increase in line with the increase in cases. The number of new competitors selling this product is one of the causes, the reduced demand for reagents. In addition, several complaints about the quality of service were also complained by customers. One of the company’s efforts in facing competition is to improve the quality of service to customers to differentiate themselves from competitors of other reagent distributor companies. The purpose of this study is to assess the quality of service to customers that have been carried out at PT. Distributor Reagents use the service quality (SERVQUAL) method and identify elements of service quality that are considered important for customers with the Importance Performance Analysis (IPA) technique. Data were obtained by quota sampling as many as 42 customers who were selected based on the purchase value of genomic products and did not make purchases again at a certain time. The results showed the average value of the gap analysis of the SERVQUAL method at PT. Distributor Reagent is -0.27 with a suitability level of 92.94% so the quality of service is still relatively good. Furthermore, there are 3 attributes with high importance and performance in Quadrant I, then 6 attributes with high importance and low performance which should be the main priority to be improved in Quadrant II. Based on these results, the recommendation for management is to improve its analysis by examining the performance level of competitors on each attribute used to determine the performance of the services provided.

Keywords: reagents, distributors, Service quality (SERQUAL), Importance Performance Analysis

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