Service quality is necessary especially in the pest control service industry, regarding that consumers have expectations that must be fulfilled and satisfied. Consumers often expect to get maximal service from the Pest Control operator as the providers and wish to be treated professionally, and as a unique individual. In Indonesia's Pest Control industry, Atrindo Asia Global came as a serious new comer during 2001, with "Serve you better" motto; Atrindo Asia Global is committed to excellent customer satisfaction.Using expertise from its board of directors that has been in the industry for 15 years, their vision to be the best pest control with service excellence seems promising. During uts first 5 years Atrindo Asia Global has grown into a serious threat for the big players within the industry. Unfortunetely as time goes by, according to its quality control department their customer satisfaction has never achieved the target of 80% customer satisfaction. This problem formed low customer loyalty and impacted their profitability also their marketing had to do tough effort to convince their exist customer. During surveys that was held 1st Q 2010, the 2 months survey indicates that there was something wrong with the service treatment in the field resulting with low customer satisfaction, all is below 80%.

By assessing both the system of work and the customer satisfactionrate data, we can find out what should be developed as the recipe for better AAG customer satisfaction. To be able to improve its customer satisfaction, AAG needs to overcome their three top concerns that show in the customer satisfaction rate result. First is Problem solving, second is Work neatness and the last but not least is Work end result. By assessing using fishbone analysis, we could see the root cause of AAG's problem and fic the way AAG's system work. Gap analysis is performed in order to give a clear general analysis about why AAG failed to deliver excellent customer satisfaction and Servqual dimension could be implemented with the purpose of finding customer expectation in this industry and how to work with this kind of environment.

This paper seeks to give a further idea about service quality which can be developed and done by pest control operator with the hope of fulfilling consumer expectations and finally to satisfy all consumers, both internal and external to the company.



Research Location : PT Atrindo Asia Global



Read at Library.