SAHALA, RIZKI CHRISTO (2020) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN METODE SERVICE QUALITY ( SERVQUAL ) DI PERUSAHAAN LAYANAN SERVICE SEPEDA MOTOR. S1 thesis, Universitas Mercu Buana Bekasi.
|
Text
1. Halaman Judul.pdf Download (189kB) | Preview |
|
|
Text
2. Halaman Pernyataan..pdf Download (216kB) | Preview |
|
|
Text
3. Halaman Pengesahan.pdf Download (369kB) | Preview |
|
|
Text
4. Abstrak.pdf Download (102kB) | Preview |
|
|
Text
5. Kata Pengantar.pdf Download (226kB) | Preview |
|
|
Text
6. Daftar Isi.pdf Download (155kB) | Preview |
|
|
Text
7. Daftar Tabel.pdf Download (146kB) | Preview |
|
|
Text
8. Daftar Gambar.pdf Download (192kB) | Preview |
|
|
Text
9. Daftar Lampiran.pdf Download (98kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text
10. Bab 1 Pendahuluan.pdf Restricted to Registered users only Download (302kB) |
|
|
Text
11. Bab 2 Tinjauan Pustaka.pdf Restricted to Registered users only Download (401kB) |
|
|
Text
12. Bab 3 Metode Penelitian.pdf Restricted to Registered users only Download (432kB) |
|
|
Text
13. Bab 4 Pengumpulan dan pengolahan data.pdf Restricted to Registered users only Download (825kB) |
|
|
Text
14. Bab 5 Hasil dan Pembahasan.pdf Restricted to Registered users only Download (158kB) |
|
|
Text
15. Bab 6 Kesimpulan dan Saran.pdf Restricted to Registered users only Download (225kB) |
|
|
Text
16. Daftar Pustaka.pdf Restricted to Registered users only Download (160kB) |
|
|
Text
17. Daftar Lampiran.pdf Restricted to Registered users only Download (159kB) |
Abstract
iv ABSTRAK Terdapat penumpukan antrian konsumen di ruang tunggu dan fasilitas bengkel yang kurang lengkap mengakibatkan ketidak puasan konsumen dalam mendapatkan pelayanan. Oleh karena itu perlu adanya penilaian terhadap kualitas pelayanan yang sudah diberikan terhadap konsumen. Penelitian ini bertujuan untuk mengetahui dimensi yang berperan penting dalam kualitas pelayanan dan untuk mengukur kepuasan pelanggan terhadap kinerja pelayanan di bengkel service sepeda motor. Metode yang digunakan pada penelitian ini adalah metode service quality dan analisis diagram kartesius. Hasil dari penelitian ini menunjukkan bahwa dengan metode servqual nilai gap antara harapan dengan performa yaitu 0.45. Terdapat dimensi daya tanggap, jaminan dan empati dirasa berperan penting dalam memberikan pelayanan. Kemudian dari 19 atribut terdapat 1 atribut yang perlu diprioritaskan untuk adanya perbaikan kinerja yaitu Pada dimensi bukti fisik yang terdapat pada atribut ke 3 dengan nilai gap -1,85 ada baiknya perlu di adakan perbaikan sehingga untuk lebih dulu diperoritaskan kualitas pelayanannya. Kata kunci : Dimensi Servqual, kualitas pelayanan, gap skor, Diagram Kartesius, SPSS 24 ABSTRACT There is a buildup of consumer queues in the waiting room and inadequate workshop facilities resulting in consumer dissatisfaction in getting services. Therefore it is necessary to assess the quality of service that has been provided to consumers. This study aims to determine the dimensions that play an important role in service quality and to measure customer satisfaction with service performance at a motorcycle service shop. The method used in this study is the service quality method and Cartesian diagram analysis. The results of this study indicate that with the servqual method the gap value between expectations and performance is 0.45. There are dimensions of responsiveness, assurance and empathy felt to play an important role in providing services. Then from 19 attributes, there are 1 attributes that need to be prioritized for performance improvement. In the physical evidence dimension contained in attribute 3 with a gap value of -1.85, it is better to have an improvement so that the quality of service is prioritized first Keywords : Servqual Dimension, service quality, score gap, Cartesian Diagram, SPSS 24
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 082 |
| NIM/NIDN Creators: | 41616210038 |
| Uncontrolled Keywords: | Kata kunci : Dimensi Servqual, kualitas pelayanan, gap skor, Diagram Kartesius, SPSS 24 |
| 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 > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 23 May 2022 03:36 |
| Last Modified: | 23 May 2022 03:36 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/61505 |
Actions (login required)
 |
View Item |
