Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bengkel Carfix Dengan Metode Servqual

Imani, Vio Aji Ichsan and -, Ahmad Kholid Al Ghofari, ST. MT. (2020) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bengkel Carfix Dengan Metode Servqual. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Service quality is an important factor in a business that is engaged in services, the quality of service can provide satisfaction factors for customers and make customers become loyal to the services provided. This study aims to learn how to improve service quality to customer satisfaction and what service factors have not been met at Majapahit Semarang Carfix Workshop which will then be given an award for improvement. Using the SERVQUAL gap 5 method, which compares the value of customer perception and the value of customer expectations, with questionnaires that have been fulfilled by customers as many as 36 questionnaires. Obtained from the results provided 22 question items which can be used as an instrument of service quality assessment. In the gap per dimension, the largest gap is the physical dimension, with the order of the gap being -0.60 (Physical Evidence), -0.549 (Responsiveness), -0.533 (improvement), -0.406 (Guarantee), and -0.334 (Empathy). Instrument measurement. Improving the quality of services available in Semarang Majapahit carfix workshop on customer satisfaction, by conducting an F test and the results obtained sigma <0.050. From the results of the T-Test (statistical test) only physical evidence variables are needed significantly to the approval or dependency variable with a sigma value of 0.042 <0.050, while other variables (responsiveness, Guarantee, Support, empathy) have a sigma value> 0.050 so they do not have significant influence.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Kualitas pelayanan, SERVQUAL, Gap
Subjects:	H Social Sciences > HA Statistics H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	VIO AJI ICHSAN IMANI
Date Deposited:	10 Oct 2020 02:49
Last Modified:	10 Oct 2020 02:49
URI:	http://eprints.ums.ac.id/id/eprint/86321

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