Analisis Tingkat Kepuasan Tenant dan Upaya Peningkatan Kualitas Layanan di Kawasan Ekonomi Khusus XYZ dengan Quality Function Deployment
DOI:
https://doi.org/10.35870/emt.v10i4.6826Keywords:
Service Quality, Tenant Satisfaction, SERVQUAL, QFD, Special Economic ZonesAbstract
This research is motivated by the mismatch between the quality of industrial area services and tenant expectations. The study aims to examine the level of tenant satisfaction and formulate service quality improvement priorities in the XYZ Special Economic Zone (SEZ) using the Service Quality (SERVQUAL) and Quality Function Deployment (QFD) approaches. The research sample consisted of 30 respondents from six active tenant companies using a quantitative survey method. The study was conducted through SERVQUAL gap measurements and needs mapping in the House of Quality (HOQ). The results showed that the level of satisfaction was in the fair to good category, but all attributes still had positive gaps. The largest gaps were found in fiber optic/internet services and area security (1.23), followed by cleanliness (1.23) and road infrastructure in the assurance dimension (1.20). The main technical priorities include improving facility reliability, evaluating infrastructure based on tenant needs, implementing predictive maintenance, and strengthening service SOPs. These findings provide an operational basis for SEZ managers in determining service improvement priorities in a measurable manner based on tenant needs.
Downloads
References
Albuquerque, R. P. (2021). Service quality, loyalty, and co-creation behaviour: A customer perspective. Loyalty and Co-Creation Behavior, 14(1), 157–176. https://doi.org/10.1108/IJIS-06-2021-0101.
Barravecchia, F., & Mastrogiacomo, L. (2025). Digital VoC analysis for product/service quality tracking in the era of Quality 4.0. International Journal of Quality & Reliability Management, 01.
Bujang, M. A., Omar, E. D., Hui, D., & Foo, P. (2024). Sample size determination for conducting a pilot study to assess reliability of a questionnaire. Restor Dent Endod, 49(1), 1–8.
Cahya, H. N. (2021). Quality function deployment sebagai upaya peningkatan kualitas pelayanan PT KAI di era pandemi COVID-19. Jurnal Dinamika Ekonomi Dan Bisnis, 18(2), 143–160.
Creswell, J. (2009). Research design.
Cripps, K., & Smith, S. (2023). Embedding a sustainability mindset in responsible management education. International Journal of Organizational Analysis, 32(8), 1522–1538. https://doi.org/10.1108/IJOA-05-2023-3774.
Deviyani, F., & Rizalmi, S. (2023). Analisis kualitas pelayanan terhadap kepuasan pelanggan pada Edutor Balikpapan dengan service quality dan quality function deployment (QFD). Jurnal Teknologi Terapan, 7(4), 1213–1222.
Diwayanti, N. V. (2025). Assessing the role of service quality, customer experience and perceived value as mediator on customer loyalty: Evidence in Indonesian pharmacies. International Journal of Pharmaceutical and Healthcare Marketing, 1. https://doi.org/10.1108/IJPHM-01-2025-0002.
Fatimah, S., & Idrus, M. (2022). Study on service quality on customer satisfaction and loyalty. Jurnal Manajemen, XXVI(03), 512–532.
Gavahi, S. S., Mohammad, S., & Hosseini, H. (2022). An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres. Benchmarking: An International Journal, 30(5), 1649–1671.
Hair, J., Black, W. C., Babin, B. J., Anderson, R. E., & Black, W. C. (2019). Multivariate data analysis.
Hakim, F., & Wiwik, S. (2022). Strategi peningkatan kualitas pelayanan untuk kepuasan pelanggan dengan integrasi metode SERVQUAL, QFD dan TOPSIS. Jurnal Manajemen, 53–65.
Hariri, A., Domingues, P., & Sampaio, P. (2023). Integration of multi-criteria decision-making approaches adapted for quality function deployment: An analytical literature review and future research agenda. International Journal of Quality & Reliability Management, 40(10), 2326–2350. https://doi.org/10.1108/IJQRM-02-2022-0058.
Hendrik, J. (2024). Analisis kepuasan konsumen atas kualitas pelayanan customer service, harga, dan. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 03(1), 145–154.
Hossan, D., Mansor, Z. D., & Jaharuddin, N. S. (2023). Research population and sampling in quantitative study. International Journal of Business and Technopreneurship, 13(3), 209–222.
Kalia, P. (2021). Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: A PLS-SEM approach. The TQM Journal, 33(7), 377–396. https://doi.org/10.1108/TQM-04-2021-0108.
Kastrup, T., Grant, M., & Nilsson, F. (2024). Practical and theoretical judgment in data-driven financial due diligence. Accounting, Auditing & Accountability Journal, 38(3), 879–907. https://doi.org/10.1108/AAAJ-11-2022-6167.
KEK. (2025). Lampaui target tahun 2024, KEK capai investasi kumulatif Rp263,4 triliun. Kek.go.id.
Khoir, M., & Haribowo, R. (2023). Analisa kualitas pelayanan dengan metode service quality (SERVQUAL). Jurnal Manajemen, 15(1), 76–81.
Kurniawan, H. H. (2021). Analisis indeks kepuasan, ketidakpuasan, loyalitas, dan keterikatan perusahaan penanaman modal asing di kawasan-kawasan industri Jawa Timur. JPRO, 2(1), 32–48.
Lilianti, A. (2024). Optimasi kualitas pelayanan dan jasa: Tinjauan implementasi quality function deployment. Jurnal Mahasiswa Ekonomi & Bisnis, 4(3), 1242–1253.
Murgani, R., & Hasibuan, S. (2022). Peningkatan kualitas layanan penyedia layanan logistik berdasarkan integrasi SERVQUAL dan QFD. Jurnal Rekayasa Sistem Industri, 11(2).
Nugroho, M. W., & Susilowati, S. (2022). Pendekatan house of quality (HOQ) terhadap kinerja jalan dengan metode quality function deployment (QFD). Briliant: Jurnal Riset dan Konseptual, 7(3), 785. https://doi.org/10.28926/briliant.v7i3.998.
Ozispa, N. (2025). Service quality gap models: Trends and. Journal of Service Theory and Practice, 03. https://doi.org/10.1108/JSTP-03-2025-0122.
Pramadi, Risnawati, & Rizqa, M. (2025). Analysis of the validity and reliability test of students. Jurnal Studi Ilmu Pendidikan dan Keislaman, 8(10).
Putri, V. T., & Novareza, O. (2025). Kualitas pelayanan pelanggan utilizing SERVQUAL and QFD frameworks to strengthen. Jurnal Rekayasa Sistem dan Manajemen Industri, 02(10), 1030–1041.
Salsabila, R., & Handy, C. (2023). Pengembangan kualitas layanan pada kolam renang Batang Tirtayasa berdasarkan prioritas kebutuhan konsumen (Pendekatan quality function deployment (QFD)). Jurnal Ekonomi dan Bisnis, 2(4), 215–222.
Shahin, A., & Ebrahimi, S. (2020). Revising the interrelationship matrix of house of quality by the Kano model. The TQM Journal, 33(4), 804–822. https://doi.org/10.1108/TQM-11-2019-0267.
Sikander, S., Naseem, A., Shahzad, A., Akhtar, M. J., & Salman, A. (2024). Improving production processes with a customer-centric perspective using a novel hybrid approach in the textile sector. International Journal of Productivity and Performance Management, 74(5), 1796–1827. https://doi.org/10.1108/IJPPM-04-2024-0254.
Siringoringo, I. N. S., Jan, A. B. H., & Karuntu, M. M. (2023). Analisis kualitas pelayanan pada hotel Biz Boulevard Kota Manado dengan metode SERVQUAL. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 11(4), 1199–1210. https://doi.org/10.35794/emba.v11i4.51368.
Sugiyono. (2013). Metode penelitian kuantitatif, kualitatif dan R&D.
Tandilino, E. V., Widada, D., & Djumiati, F. (2023). Pengukuran tingkat kepuasan pelanggan terhadap jasa pelayanan dengan metode SERVQUAL dan customer satisfaction index (CSI) measurement. Journal of Industrial and Manufacture Engineering, 7(2).
Wibowati, J. I. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT Muara Kati Baru Satupale mbang. 1–21.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Abdul Faqih Mubarok, Handy Nur Cahya, Imam Nuryanto, Haunan Damar
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
