Analisis Kualitas Pelayanan Jasa dengan Menggunakan Integrasi Metode Servqual – Six Sigma pada Warnet D’Cstrife di Kota Bontang
Ferdy Agustian, Muhammad
Noor Andriana, Ana
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Internet cafes are one of the media used to obtain information and entertainment facilities by playing online games. Online games are type of ganes that use internet networks. D’Cstrife internet cafe is one of the internet cafes that provides online games. As a service provider, D’Cstrife internet cafe must be able to provide good quality services so that consumers feel satisfied. This study aims to determine the attributes that need to be improved in the service and recommend the proposed improvements to the services that need to be improved in the D’Cstrife internet cafe with using servqual – six sgima methods. Primary data were obtained by distributing questionnaires to 100 respondents. Secondary data obtained by conducting field observations. Data analysis uses the help of the statistical software SPSS version 23 to obtain the validity and reliability of questionnaire, measurement of service quality gap, and analysis using the six sigma method. The results of this study indicate that there are atrributes in the tangible and reliability dimension that need to be improved, is the condition of the equipment, equipment completeness, cleanliness and tidiness of the room, the condition of tables and chairs, spatial layout in internet café, parking spaces, internet speed, provision of the latest games, and provision of the latest patches. The results of six sigma produce an average sigma level of 3,24 with a possible damage of 98.000 DPMO with a target of 3,4 DPMO is still very much needed improvement. The six sigma method generates several proposed improvements to achieve these targets, is to repair and replace tangible that has been damaged, and provide less computer equipment, make updates to the internet network, increase the number of modems, always check the game, and provide an announcement for consumers to notify them when updates are made to the game.