Track: Quality Control and Management

Abstract

A Fundamental issue faced by Small Medium Enterprise (SME) in Indonesia is the increasingly competitive business competition. It is also occurred in the laundry service industry. In order to maintain the business or success in the business competition, SME laundry service company should focus on business key success factors. One of the key success factors is customer satisfaction. Therefore, it is important for the SME laundry service company to have a tool for monitoring customer’s satisfaction. This research aims to propose a customer satisfaction measurement system for SME laundry service company in Indonesia. The customer satisfaction measurement system can be used by the SME laundry service company to monitor its customer satisfaction. The research was conducted by three phases, i.e. (1) developing a customer satisfaction measurement system, (2) trial of the customer satisfaction measurement system, and (3) evaluating the customer satisfaction measurement system. We performed several data collection methods, i.e. literature review, observation, interview, company document study, and survey. The research results show that the customer satisfaction measurement system for SME laundry service company in Indonesia consists of two measurements type, namely (1) simple-measurement, and (2) complex-measurement. This paper will describe the system and the research implications.

Keywords

Customer satisfaction, measurement, SME laundry service, Indonesia