ANALISIS KUALITAS PELAYANAN JASA SPA DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN TEORIYA RESHENIYA IZOBREATATLSKIKH ZADATCH (TRIZ) DI ALEENAHOZ BEAUTY JAKARTA

Abstract

This research is motivated by customer complaints regarding services at AleenaHoz Beauty, a company operating in the Spa sector which exceeds the set standards, namely 3%. The aim of this research is to determine the level of customer satisfaction with the quality of Spa services with attributes that are still less than average. Servqual value which is then given recommendations for improvement using the TRIZ method. This research uses the SERVQUAL and TRIZ methods. The results of the research using the Servqual satisfaction index calculation method were 82,18. The attribute that still needs to be improved in service quality is employee skills in understanding products and menus. The level of quality of service provided is still not in line with consumer satisfaction. Lack of spa services as expected, adequate media and equipment to support operational activities, availability of facilities and infrastructure, both information and physical evidence. Recommendations given using the TRIZ method are prioritized for tasks on the number of inventive principles that have come out more than twice, and obtain "Preliminary Counteraction" by organizing product safety and consumer convenience in making transactions so that changes are visible.