Track: Service Engineering and Service Management

Abstract

Cat pet care services are increasingly popular amid the current trend of keeping cats. However, cat-sitting services dimensions and quality aspects must be precisely defined to match customer expectations and provide quality services. The SERVQUAL approach is used in this study to determine the dimensions of quality and Attributes of quality of service quality that characterizes pet hotels for cats. 7 service quality dimensions were identified through a literature study and Focus Group Discussion (FGD) involving consumers and veterinarians as the voice of customers, namely Tangibility, Reliability, Responsiveness, Assurance, Empathy, Ethic Veterinary and Pet Safety, along with their 31 attributes. Reflecting customer expectations and needs. The findings of this study provide detailed insights into the quality of pet hotel services for cats, assist business owners in improving service quality, and assist potential customers in selecting cat day care services based on their preferences.