PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL XYZ DENGAN METODE SERVQUAL

ARIF, FIKRI (2019) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL XYZ DENGAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

XYZ Automobile Workshop is one of the workshops located in the Lebak Bulus area of South Jakarta. Its business line is car repair services, maintenance, and car-exchange services. This workshop was established a year ago. With all the business opportunities and competitors that offer the same product, then this workshop has some problems in the process of growth. But targeted, the stewardship continues to grow in accordance with what is expected. In order to raise the revenue half of the expected, then required the identification of needs that must be met by employees of the workshop. In the early stages of the study, a simple questionnaire was conducted to obtain data on the level of customer satisfaction on the quality of services offered and the results are less satisfactory. Therefore, the concept of servqual quality control is expected to improve the constraints that have been experienced so far. The end of this study concluded that price is a very important component in building the level of customer satisfaction than other quality components. Keywords: Quality of service, Customer Satisfaction, Servqual Method, Dimension of consumer satisfaction, Software PLS. Bengkel Mobil XYZ merupakan salah satu bengkel yang berada di daerah Lebak Bulus Jakarta Selatan, Lini bisnisnya yaitu jasa perbaikan mobil, perawatan, dan jasa tukar tambah mobil. Bengkel ini didirikan setahun silam. Dengan segala peluang bisnis dan pesaing yang menawarkan produk yang sama, maka bengkel ini memiliki beberapa masalah dalam proses pertumbuhannya. Namun secara target, pendatapan terus berkembang sesuai dengan apa yang diharapkan. Agar bisa menaikkan pendapatan setengah dari yang diharapkan, maka dibutuhkan identifikasi kebutuhan yang harus dipenuhi oleh karyawan bengkel. Pada tahap awal penelitian, dilakukan kuisioner sederhana yang bertujuan mendapatkan data tentang tingkat kepuasan pelanggan terhadap kualitas jasa yang ditawarkan dan hasilnya kurang memuaskan. Oleh karena itu, konsep pengendalian kualitas servqual diharapkan bisa memperbaiki kendala yang telah dialami selama ini. Akhir dari penelitian ini disimpulkan bahwa harga merupakan komponen yang sangat penting dalam membangun tingkat kepuasan pelanggan dari pada komponen kualitas yang lainnya. Kata kunci: Kualitas pelayanan, Kepuasan Pelanggan, Metode Servqual, Dimensi kepuasan konsumen, Software PLS.

Item Type: Thesis (S1)
NIM: 41616110031
Uncontrolled Keywords: Kualitas pelayanan, Kepuasan Pelanggan, Metode Servqual, Dimensi kepuasan konsumen, Software PLS.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 15 Feb 2019 08:16
Last Modified: 15 Feb 2019 08:16
URI: http://repository.mercubuana.ac.id/id/eprint/47232

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