The Implementation Of Customer Satisfaction Assessment On Wira Computer Store Services Using The Service Quality (Servqual) Method

Abstract

Customer satisfaction is one of the key factors that determines a company's success in maintaining customer loyalty. Wira Computer Store, as a provider of computer products and services, needs to assess customer satisfaction with the quality of its services in order to continuously improve service performance. The primary issue faced by the company is the absence of a system capable of objectively measuring customer satisfaction, resulting in service evaluations being conducted manually and inefficiently. Therefore, this study aimed to implement the Service Quality (SERVQUAL) method to measure customer satisfaction with the services provided by Wira Computer Store. The SERVQUAL method was applied by comparing customers' perceptions of the services received with their expectations across the five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data were collected through questionnaires distributed to customers and processed using a web-based information system developed with the PHP programming language, the Laravel framework, and the MySQL database management system. The results demonstrated that the system was able to calculate the service quality gap for each SERVQUAL dimension, enabling the identification of overall customer satisfaction levels as well as the specific service aspects requiring improvement. The implementation of this system allows Wira Computer Store to evaluate service quality more quickly, accurately, and systematically, thereby providing a reliable basis for continuous service quality improvement and enhancing customer satisfaction.