Laundry successfully attracts the businessman so it becomes more
competitive. Thus, the purpose of laundry business is no longer a profit but
creating and adding value for the customer in order to satisfy the
customer. This research is aimed to determine the gap between the
customers’ perception and expectation ofBeauty Laundry service quality
by determining the main service attributes that should be improved and
giving a suggestion to improve the service quality.
The method used to find out the service quality was mean analysis then
continued by Importance Performance Analysis (IPA) analysis. The data
used to analyze was questionnaire of service quality attributes including
the customers’ expectation and the importance of the service. The
statistical data test used SPSS program and Microsoft excel.
The result of On Beauty Laundry service analysis has fulfilled the
customers’ needs and expectations by improving the service quality based
on the improvement suggestion including the time, the staff gives a good
service, every complaint is responded quickly, the staff gives the
information needed by the customer, the staff gives an accurate
information.