Usulan Perbaikan Kualitas Pelayanan Service Kendaraan Mobil dengan Menggunakan Metode Service Quality dan Net Promoter Score (Studi Kasus : Bengkel Carfix Veteran Solo)

Prasetyo, Anjar Eko and , Hafidh Munawir, S.T., M.Eng (2020) Usulan Perbaikan Kualitas Pelayanan Service Kendaraan Mobil dengan Menggunakan Metode Service Quality dan Net Promoter Score (Studi Kasus : Bengkel Carfix Veteran Solo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Solo Carfix Workshop is a company engaged in auto repair services and sales of spare parts. Each company, whether service company or industry, must provide quality service. This study aims to identify the dimensions of service quality and the Net Promoter Score, calculate the dimensions of service quality and calculate the Net Promoter Score at Carfix Solo branch and provide suggestions for improvements to the dimensions of service quality. The method used is the method of Service Quality and Net Promoter Score. Service Quality is used to calculate the variable value of customer satisfaction values and determine the value of service quality. Net Promoter Score which is useful for knowing how much the value of the repair shop recommendations to others. Based on the research, the dimensions of service quality dimensions are negative in the Tangible dimension (Physical Evidence) gap - 0.08, Reliability (Reliability) gap -0.023, Responsiveness (Responsiveness) gap -0.097, Assurance (Guarantee) gap -0.109, Emphaty (Care) gap -0.082 Calculation of the Net Promoter Score obtained is 43. Repairs made such as clarity of vehicle service costs, application of smile patterns, greetings and greetings, increasing knowledge of vehicle conditions, improving communication between mechanics, welcoming customers who come in a friendly manner, such as providing information easy to understand, pay attention to customers, maintenance of physical facilities is carried out regularly, all employees must be reliable in serving customers and reduce unnecessary work

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan pelanggan, Net Promoter Score
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HE Transportation and Communications
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	ANJAR EKO PRASETYO
Date Deposited:	06 Nov 2020 01:26
Last Modified:	06 Nov 2020 01:26
URI:	http://eprints.ums.ac.id/id/eprint/86837

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