Analisis Kualitas Pelayanan AHASS UMS Motor dengan Metode SERVQUAL dan Importance Performance Analysis

Prastika, Adiba Galuh and , Ir. Hafidh Munawir, ST. M.Eng. (2019) Analisis Kualitas Pelayanan AHASS UMS Motor dengan Metode SERVQUAL dan Importance Performance Analysis. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research was conducted at AHASS UMS MOTOR 1 which addressed at Jalan Garuda Mas, Pabelan, Kab.Sukoharjo where this motorbike workshop was Honda's official workshop by providing spare parts or spare parts and helping to maintain and repair Honda motorcycles according to the standards of PT. Astra Honda Motor. The company is engaged in the service industry that researchers use to conduct research on the theme of service quality. Sampara (1999) argues that service quality is the service provided to customers in accordance with service standards that have been standardized as guidelines in providing services. In general, satisfaction is someone's feeling of pleasure or disappointment arising from comparing the perceived performance of a product or outcome to their expectations (Kotler, 1997). The SERVQUAL and Importance Performance Analysis methods can be used to assess customer satisfaction and to improve service quality. The results showed that all dimensions received positive gap values, except for the Reliability dimension obtained negative gap values of -0.10. The calculation of the level of satisfaction measured using the Customer Satisfaction Index (CSI) of 88.37% which means "very satisfied". Calculation of Importance Performance Analysis (IPA) in quadrant I is the first priority filled with statement items no. 7, 8, 12, 16.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	CSI, IPA, Service Quality
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	ADIBA GALUH PRASTIKA
Date Deposited:	23 Aug 2019 06:51
Last Modified:	23 Aug 2019 06:51
URI:	http://eprints.ums.ac.id/id/eprint/76855

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