Damayanti, Saskianingtyas and , Etika Muslimah, S.T., M.M., M.T. (2023) Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Layanan Service Sepeda Motor Di Bengkel AHASS UMS Motor II. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
AHASS UMS Motor II is a company in the automotive maintenance and spare parts sector for vehicles. The problem that arises in AHASS UMS Motor II is that there are customers who complain about the services provided. On the other side the repair shop has tried to provide the best quality of service. This study aims to identify customer perceptions and expectations as well as mapping service attributes so that they can provide suggestions for improvements to the repair shop. The data in this study are primary data through the distribution of questionnaires to customers of the UMS Motor II AHASS. The population in this study were customers of the UMS Motor II AHASS. The sample in this study were 82 samples using the quota sampling technique. Data analysis was carried out by testing validity, reliability testing, calculating Service Quality, and Importance-Performance Analysis (IPA). The results of calculations based on Servqual show that the average customer perceptions and expectations on the dimensions of tangible are 3.760 and 4.461, reliability are 4.214 and 4.598, responsiveness are 4.300 and 4.573, assurance are 4.386 and 4.583, and empathy are 4.207 and 4.454 so it can be said that the service quality of the UMS Motor II AHASS has not fulfilled customer satisfaction. The results of the IPA attribute 7 calculation need improvement with top priority because it is located in quadrant I and attributes 1, 2, 4, 5, 12, 20, and 21 in quadrant III also need improvement as a low scale priority. From the results of the research on the Servqual and IPA method, the AHASS UMS Motor II can make repairs as soon as possible and pay more attention to customer needs.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Customer satisfaction, Importance-Performance Analysis, Service Quality |
| Subjects: | T Technology > TI Industrial Engineering T Technology > TL Motor vehicles. Aeronautics. Astronautics |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | SASKIANINGTYAS DAMAYANTI |
| Date Deposited: | 17 May 2023 04:08 |
| Last Modified: | 17 May 2023 04:08 |
| URI: | http://eprints.ums.ac.id/id/eprint/112356 |
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