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September 27, 2025Syntax Literate Jurnal Ilmiah IndonesiaOpen Access

Analysis of After-Sales Service Quality for Hotel Smart Lock Products Using the Servqual Method and Quality Function Deployment (QFD)

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Authors

SSSujiono SujionoFKFebrian Krisnawati

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Overview

Analysis reveals service quality gaps in after-sales service for smart lock products in hotels, highlighting improvement areas.

Key Points

  • Five attributes showed significant negative gaps, indicating weaknesses in after-sales service quality.
  • A survey of 60 hotel managers utilized 15 SERVQUAL-classified attributes to measure service quality.
  • Prioritized improvements using QFD focus on proactive customer communications to enhance service quality.
  • Importance-Performance Analysis identified key attributes demanding immediate attention to boost service delivery.

Cite This Study

Sujiono et al. (2025) studied this question.

synapsesocial.com/papers/68d7b3ddeebfec0fc5236805https://doi.org/10.36418/syntax-literate.v10i9.61789
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