The capital city of the Riau Province in Indonesia, Pekanbaru, is an evergrowing
economic center with increasing yearly number of comers in form of
workers, entrepreneurs, tourists, etc. from another town and country. This,
of course, will directly cause the needs of accommodation services,
especially lodging, to increase which will also cause competition in the
lodging market to be tighter. A lodging establishment has to efficiently and
effectively improve and control their service quality so they can compete with
their rivals. PT. Marcopolo Homestay is one of the hundreds
hospitality/lodging service industries available in Pekanbaru that is still
receiving relatively handful amount of customer’s complaints regarding the
service quality offered.
The main objective of this research is to increase the service quality in PT.
Marcopolo Homestay so the amount of customer’s complaint can be reduced
and competitive advantages in the increasingly crowded market can also be
achieved. This is conducted by adopting the principles of Six Sigma DMAIC
(Define, Measure, Analyze, Improve and Control) methodology with the help
of tools such as SERVQUAL and IPA (Importance-Performance Analysis) to
help during Measure and Analyze phase.
The result of SERVQUAL shows increase in service quality of the focused
attributes after the implementation of improvement actions. The average
Satisfaction Level of the improved attributes is 76.54% pre-improvement and
84.54% post-improvement, indicating a notable 8% increase. The average
of Sigma Level for the focused items also increased from 2.23 preimprovement
to 2.52 post-improvement, indicating a 0.29 increase.