QUALITY FUNCTION DEPLOYMENT AND SERVQUAL BASED SERVICE QUALITY ANALYSIS: COMMERCIAL CLEANING COMPANY CASE IN JAKARTA, INDONESIA

Abstract

Customer satisfaction is reached when customer expectations regarding a service are met or exceeded. Customer requirements must first be identified and then translated into services needed by customers.  Quality function deployment (QFD) is one of the product development techniques that translates customer requirements into activities for the development of products and services. This research investigates service quality of a commercial cleaning company in Jakarta by assessing customer requirements using 5 dimensions of SERVQUAL – tangibility, reliability, responsiveness, assurance and empathy. In-house quality is analyzed using QFD method. Interviews and customer surveys were conducted using 100 respondents from the customer and 69 respondents from its competitors. The result shows that optimum performance, flexibility of performance, and punctuality of performance are the most important customer requirements to focus on. Technical requirements with the highest priority for the service quality improvement are recruitment, SOP, and soft skill training.