Implementation of Ordinal Logistic Regression on Servqual Model for Customer Satisfaction’s Analysis.

Abstract

There’s a lot of service quality models in a service quality managements to measure an organization's service quality performance as good as deriving method that may be used to improve service quality empirically. The decent and common model that used for services quality management and research marketing is Servqual (abbreviation from SERVice QUALity). On the other hand, this model has a limited capability and only effective for measuring service quality, thus in the development itself could be compared with customer satisfaction since both of them are unseparable in service quality management’s system. It was ordinal logistic regression’s as known as logit cumulative model that could be used for analyzing a fundamental correlation between customer satisfaction and service quality’s level that was indistinct on Servqual model. Combining a servqual model, logit cumulative model, and applying appropriate principal statistics’s technique could resulting services quality measurement with customer satisfaction’s level as a decision’s element for a service quality management’s policy with good preciseness. According to this research with a Cito Clinic Laboratorium’s consumer as a research objects, having result that some Servqual instrument are not so significant in a logit cumulatif model, with a customesr satisfaction level as a response variable. Keyword : Servqual, Service Quality Management, Logit Cumulative, Ordinal Logistic Regression.