Evaluasi Kualitas Layanan dan Loyalitas Pelanggan Laboratorium Pengujian Mutu dengan Servqual, NPS, dan Driver Analysis
DOI:
https://doi.org/10.58344/jii.v5i8.7997Keywords:
Driver Analysis, Kualitas Layanan laboratorium, Laboratorium Pengujian Mutu, Loyalitas pelanggan, NPS, SERVQUALAbstract
Laboratorium Pengujian Mutu (LPM) merupakan unit pelayanan teknis yang menyediakan jasa pengujian mutu produk kelautan dan perikanan. Meningkatnya jumlah permohonan pengujian dan masih ditemukannya pengaduan pelanggan terkait keterlambatan penerbitan Lembar Hasil Analisa (LHA), keterlambatan penyampaian informasi, gangguan sistem pelayanan digital, dan lambatnya respons petugas menunjukkan bahwa kualitas pelayanan masih perlu ditingkatkan. Selain itu, meskipun sebagian pelanggan menggunakan jasa laboratorium secara berulang, tingkat loyalitas pelanggan belum pernah diukur secara sistematis. Penelitian ini bertujuan mengevaluasi kualitas pelayanan, mengukur loyalitas pelanggan, serta mengidentifikasi dimensi kualitas pelayanan yang paling berpengaruh terhadap kepuasan pelanggan sebagai dasar penyusunan rekomendasi peningkatan kualitas layanan. Penelitian ini menggunakan pendekatan kuantitatif dengan melibatkan 55 responden pelanggan yang dipilih secara purposive sampling. Analisis dilakukan menggunakan metode Service Quality (SERVQUAL), Net Promoter Score (NPS), dan Driver Analysis. Hasil penelitian menunjukkan bahwa masih terdapat kesenjangan antara harapan dan persepsi pelanggan, dengan dimensi responsiveness memiliki nilai gap terbesar sebesar -0,33. Hasil importance performance analysis menunjukkan bahwa atribut yang berkaitan dengan kecepatan respons petugas dan penyampaian informasi menjadi prioritas utama perbaikan. Pengukuran NPS menghasilkan skor 80% yang menunjukkan loyalitas pelanggan berada pada kategori sangat baik, sedangkan hasil Driver Analysis menunjukkan bahwa secara simultan seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pelanggan, namun secara parsial hanya dimensi Tangibles yang berpengaruh signifikan. Berdasarkan hasil penelitian, Laboratorium Pengujian Mutu perlu memprioritaskan peningkatan kecepatan pelayanan dengan mengevaluasi alur pelayanan, respon customer service dengan membuat standar waktu respon, penyampaian informasi status pengujian, pengembangan sistem pelayanan digital, serta mempertahankan kualitas fasilitas pelayanan guna meningkatkan kepuasan dan loyalitas pelanggan LPM secara berkelanjutan.
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