Customer satisfaction for quality of steel structure fabricator in Singapore

Abstract

This paper presents an analysis of customer satisfaction for quality of steel structure fabricator in Singapore. Most of company more concern & focus on average score & percentage without analyzing feedback data and improving base on customer comment. This lacking situation will grow the bottom iceberg; where the weakness had been highlighted but never put a full stop to improve. It will create more issue until the end of the day, it will affect the credibility and reputation of the company. The main objective of the study is to determine and to show the part of dimension that company have to improve base customer satisfaction feedback using SERVQUAL analysis & Importance Performance Analysis (IPA). Start with creating questionnaire on customer satisfaction feedback and distribute questionnaire to the respondent which had a quality knowledge, expertise or work under quality department related with quality field. Analyze questionnaire feedback and classify based on SERVQUAL dimension. The results are projected in the form of SERVQUAL dimension. Result will be projected in SERVQUAL table & IPA model to define which dimension need for improvement and make a comparison with data customer feedback collected from year 2011 until 2017; highest rank (SERVQUAL) and dimension located at quadrant „Concentrate Here? main focus for improvement. Base on result, it will guide management to decide the area and dimension to improve as to increase percentage of customer satisfaction.