Improving Service Quality Using the Service Quality Method in Construction Projects (Case Study: Kwala Bulu Suspension Bridge Construction Project)

Abstract

The quality of service provided by construction service providers in Medan City is still not optimal, as evidenced by the number of project failures due to the performance of service providers. This study aims to measure the level of user satisfaction by comparing the perceptions and expectations of service users regarding the quality of service provided by service providers using the Service Quality (Servqual) method. Using a case study approach, this study employs a mixed method that combines a quantitative approach to analyze Servqual and a qualitative approach to identify the root causes of problems using a fishbone diagram. Based on the analysis of 25 Servqual attributes, 13 attributes have a positive value, meaning that service users are satisfied with the quality of service received. There were 12 attributes with negative values, meaning that service users were not satisfied and that service quality needed to be improved. Among the 12 attributes with negative values, there were 5 attributes from the tangible dimension, 1 attribute from the reliability dimension, 2 attributes from the responsiveness dimension, 3 attributes from the assurance dimension, and 1 attribute from the empathy dimension. Then, the root causes of the problems were identified from the interview data using a fishbone diagram, where the dominant aspects came from human (man) and method (method) factors. After identifying the root causes of the problems, improvements were proposed using the Kaizen (5W+1H) method, with a focus on improving human resource management and the internal work system.