Abstract

Periodic evaluation of service quality by the company is a routine activity that aims to improve company performance. Every decision taken by the company's leadership will affect the company's performance and organizational performance in general. For this reason, it is necessary to build a system dynamics model that is able to describe the current conditions that apply in the company and is able to do simulations to see conditions in the future. This study proves that the model built with a standard model for changing targets can simulate environmentally friendly service quality targets to customers with an overview of current achievements and forecasts of future achievements. Future achievements are influenced by the control value of achieving Service Level Agreement, Reopened and Response Time, where the greater the control value, the greater the correction level value so that the gap will be smaller. The correction rates determined in this study were 10%, 20% and 30% of the gap size.

Keywords

company performance, service quality, environmentally friendly, system dynamics