DEWANTI, GALUH KRISNA (2015) ANALISIS KUALITAS PELAYANAN PELANGGAN BENGKEL MOTOR “ABC” MENGGUNAKAN KONSEP SERVIS QUALITY DAN IMPORTANCE-. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Motorcycle known in Indonesia since 1893, for the motorcycle community is still a means of transportation that is cheap and easy in both urban and rural. Millions of motorcycle population in need of care or routine servicing still excellent. More and more users of motorcycles in Indonesia, the more non-formal workshops that have sprung up, for service providers, to be able to compete with other service providers should always maintain the quality of services provided. Analysis dimensions of service quality on customer satisfaction is very necessary for the company to provide services that meet customer needs. The purpose of this study was to analyze the quality of service bike shop "ABC", whether it is in accordance with the customer wanted. Measurement of quality of service using the concept of SERVQUAL to know there is a gap between the of available services with consumer expectations. Then, using Importance Performance Analysis (IPA) to seek improvement priorities. From the calculations showed that the ministry servqual workshop "ABC" is not qualified and from IPA obtained by 9 attributes priority repairs. Keywords: Servqual, IPA and Quality of Service Sepeda motor di kenal di Indonesia sejak tahun 1893, bagi masyarakat sepeda motor masih menjadi alat transportasi yang murah dan mudah baik di perkotaan maupun pedesaan. Angka jutaan dari populasi kendaraan sepeda motor membutuhkan perawatan atau servis rutin agar motor tetap prima. Semakin banyak pengguna sepeda motor di Indonesia, semakin banyak pula bengkel- bengkel non resmi yang bermunculan, bagi penyedia jasa, untuk dapat bersaing dengan penyedia jasa yang lain harus selalu menjaga kualitas pelayanan yang diberikan. Analisis dimensi kualitas pelayanan jasa terhadap kepuasan konsumen sangat diperlukan bagi perusahaan untuk memberi pelayanan yang sesuai dengan kebutuhan pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis kualitas pelayanan bengkel motor “ABC”, apakah sudah sesuai dengan yang diinginkan pelanggan. Pengukuran kualitas pelayanan menggunakan konsep Servqual untuk mengetahui apakaha ada gap antara pelayanan yang tersdia dengan harapan yang konsumen. Kemudian menggunakan Importance Performance Analysis (IPA) untuk mencari prioritas perbaikan. Dari perhitungan servqual didapatkan hasil bahwa pelayanan bengkel “ABC” tidak berkualitas dan dari IPA diperoleh sebanyak 9 atribut yang menjadi prioritas perbaikan. Kata kunci: Servqual, IPA dan Kualitas Pelayanan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-15-010 |
| NIM/NIDN Creators: | 55312320011 |
| Uncontrolled Keywords: | Servqual, IPA dan Kualitas Pelayanan, Servqual, IPA and Quality of Service. MTI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 31 Mar 2022 03:22 |
| Last Modified: | 27 Jun 2022 03:02 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59157 |
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