Framework of Service Quality Evaluation in Supply Chain Management Using Integration of SERVQUAL, Kano and QFD in Cigarette Company XYZ: A Literature Review
Service quality is one of the essential values in Supply Chain Management (SCM). One of the elements from SCM is retailers. Both in principle and in practice, retailers must receive a good quality service from the producers or distributor so that the retailers then would not switch to other producers. The same system also applies to SCM practices in cigarette companies. As the largest tax contributor in Indonesia, cigarette companies certainly have a lot of demand which in one way or another has an impact on the large number of retailers needed with the objective that, for example, the consumers can enjoy the company's cigarette products with utmost satisfaction. A lack of evaluation of service quality in cigarette companies can lead the retailers’ complaints. This research methodology is Systematic Literature Review (SLR). Objective of this present study is to provide an applicative framework for evaluating and improving service quality with integrate SERVQUAL, Kano and QFD methods. Besides, this integration of methods helped the researchers qualify analyses and also weighed in on the attributes that will be prioritized for improvement. In conclusion, cigarette companies must evaluate and improve service quality to build a good working relationship between the producer and the retailers
