Analysis of Service Quality at Beauty Salon in Surabaya Using the ServQual Method

  • Suhatati Tjandra Institut Sains dan Teknologi Terpadu Surabaya
  • Andri Suhartono Institut Sains dan Teknologi Terpadu Surabaya
  • Kelvin
  • Sharon
Keywords: Attribute Dimensions, Gaps, Service Quality, Servqual Attributes, Servqual Methods


This research was conducted to analyze and determine service quality and supporting attributes and to find gaps or discrepancies between consumer expectations and perceptions to improve service quality and provide solutions to existing problems. Analysis of service quality is carried out using the Servqual Method (Service Quality), a method used to measure service quality. This Servqual method measures how well a service provided by a company/service is expected to be received. This Servqual method includes 5 Gaps with five attribute dimensions: Tangibles, Responsiveness, Assurance, Reliability, and Empathy. The data needed to analyze is by distributing questionnaires to customers and management.

The results of distributing questionnaires to 27 respondents and the results of the analysis show that there is a gap between consumer expectations and the perceptions received. The most significant gap is in Gap 5 with the PS2 attribute -1.073, with repair solutions ensuring consumers are comfortable by inviting them to choose a comfortable seat. Gap 1 is on the TS1 attribute -0.215, so a solution is provided to ensure the cleanliness of the salon equipment used. Gap 2 is on the PS3 attribute -0.67 and is given a solution namely, staff must rearrange management service standards and ensure staff responds well to customers. Gap 3 on AS4 attributes -0.73 with improvement solutions, namely rearranging good service standards so that the advertisements promoted are appropriate, gap 4 there are two attributes that are not managed to fulfill, namely TS5 and TS6 so that suggestions for improvements were given to install automatic air fresheners in every corner of the room and look for the best internet network provider and increase internet network speed.


Download data is not yet available.


[1] Oliver, R., "Satisfaction: A behavioral perspective on the consumer", 2nd ed, New York: Routledge, 2015
[2] Chow, H. W., Tan, H. L., Thiam, B. N., & Wong, P. J., "The effects of service quality, relational benefits, perceived value & customer satisfaction towards customer royalty in hair salon industry", Doctoral dissertation, UTAR, 2012
[3] Sultana, S., & Das, T. I. S., "Measuring customer satisfaction through SERVQUAL model: A study on beauty parlors in Chittagong", European Journal of Business and Management, 8(35), 97-108, 2016
[4] F. Tjiptono and G. Chandra, Service, Quality & Satisfaction, Yogyakarta: Penerbit Andi, 2005.
[5] Herawaty, M. T., Aprillia, A., Rahman, A., Rohimah, L., Taruna, H. I., Styaningrum, E. D., & Suleman, D., "The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables", International Journal of Social and Management Studies, 3(2), 246–257, 2022
[6] Parasuraman, A., Zeithaml, V., Berry, L, "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, 41-50. 1985
[7] Restiana, L., "Customer Perceived Service Quality, Product Quality, Satisfaction and Loyalty in Beauty Business", IPTEK Journal of Proceedings Series, (1), 288-291, 2021
[8] Ko CH, Chou CM., "Apply the SERVQUAL instrument to measure service quality for the adaptation of ICT technologies: a case study of nursing homes in Taiwan", Health Care (Basel), 2020
[9] Mauri, A. G., Minazzi, R., & Muccio, S., "A review of literature on the gaps model on service quality: A 3-decades period: 1985-2013", International Business Research, 6(12), 134, 2013
How to Cite
Tjandra, S., Suhartono, A., Kelvin, & Sharon. (2023). Analysis of Service Quality at Beauty Salon in Surabaya Using the ServQual Method. International Journal of Science, Technology & Management, 4(1), 245-253.