Evaluation of the Tangibles Dimension of Digital Quality and Occupational Health and Safety Application Service Quality in XYZ Construction Company

Muhammad Fandi; I Putu Artama  Wiguna

doi:10.37899/journallamultiapp.v7i4.5092

Muhammad Fandi Institut Teknologi Sepuluh Nopember, Indonesia
I Putu Artama Wiguna Institut Teknologi Sepuluh Nopember, Indonesia

DOI: https://doi.org/10.37899/journallamultiapp.v7i4.5092

Keywords: Digital Application, Service Quality, SERVQUAL, Tangibles, Construction Industry, Occupational Health And Safety (OHS), User Experience

Abstract

This study evaluates the service quality of a Digital Quality and Occupational Health and Safety (OHS) application based on the Tangibles dimension of the SERVQUAL model, focusing on user interface design, ease of navigation, and the availability of supporting facilities in construction projects at Company XYZ. The application supports quality control and OHS management, making its usability essential for improving operational effectiveness. A quantitative evaluative approach was employed, involving 109 application users selected through purposive sampling. Data were collected using questionnaires and analyzed through SERVQUAL gap analysis to assess discrepancies between user expectations and perceived performance. One-way ANOVA was also conducted to identify differences in perceptions across user groups. The findings revealed negative SERVQUAL gap scores across the Tangibles dimension, indicating that the application's perceived performance had not fully met user expectations. The largest gap concerned the availability of supporting facilities, followed by ease of navigation. Furthermore, ANOVA results demonstrated significant differences in perceived performance among user groups, while their expectations showed no statistically significant differences. These findings highlight the need for improvements in the application's tangible service attributes, particularly user interface design, navigation simplicity, and the availability of comprehensive user guides and supporting resources. The study provides practical recommendations for Company XYZ to enhance user experience, improve application accessibility, and strengthen the effectiveness of digital quality and OHS management implementation in construction projects.

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