Design and Development of a Service Quality Measurement System Using the SERVQUAL Method : A Case Study of PT Karya Mandiri Engineering

Abstract

Service quality plays a critical role in shaping corporate image, operational sustainability, and customer satisfaction. This study examines service quality management at PT. Karya Mandiri Engineering, an engineering services and mechanical contracting company that has experienced notable fluctuations in operational activities over recent years, indicating instability in service performance. The study adopts the SERVQUAL method to measure gaps between customer expectations and perceptions across key service quality dimensions. The results show negative gap values in the dimensions of Reliability, Empathy, and Responsiveness, which are generally categorized as satisfactory. However, several service attributes remain in the fairly satisfied category, with one attribute showing a significantly large gap that indicates a priority area for improvement. These findings suggest that while certain service dimensions have met customer expectations, others require structured corrective actions. Based on the analysis, the study proposes the design of a web-based information system to monitor service performance and systematically evaluate service quality gaps. The proposed system is expected to support managerial decision-making, enhance service consistency, and contribute to more sustainable service quality management.