Analisis Kualitas Pelayanan Pada Bengkel Carfix Dr. Cipto Semarang Menggunakan Konsep Service Quality (SERVQUAL) Dan Importance-Performance Analysis (IPA)

, Nawalia and , Ratnanto Fitriadi, ST., MT (2021) Analisis Kualitas Pelayanan Pada Bengkel Carfix Dr. Cipto Semarang Menggunakan Konsep Service Quality (SERVQUAL) Dan Importance-Performance Analysis (IPA). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Carfix Dr. Cipto is a public car repair shop located in Semarang and has only been operating for one year. To be able to compete with other similar industries, Carfix Dr. Cipto is required to provide maximum service quality. This study aims to determine the quality of service currently provided by Dr. Carfix. Cipto, determine priority improvements as resource efficiency, and provide recommendations for improvements. SERVQUAL method is used to analyze the service quality of Carfix Dr. Cipto from a customer perspective, then the Importance-Performance Analysis (IPA) method with mapping on a Cartesian diagram is used to determine priority improvements. Based on the SERVQUAL analysis, there are five of the 22 attributes that have a negative gap value which indicates that Carfix Dr. Cipto has not been able to meet customer expectations on these five attributes. Analysis of the Cartesian IPA diagram shows the attribute "fast and responsive mechanics in making repairs" as a priority for repair. Proposed improvements that can be given to the management of Carfix Dr. Cipto, namely by reducing inefficient and unprofessional activities when servicing vehicles.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, IPA, Gap, Diagram Kartesius
Subjects:	Q Science > Q Science (General) T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	NAWALIA
Date Deposited:	04 May 2021 01:54
Last Modified:	04 May 2021 01:54
URI:	http://eprints.ums.ac.id/id/eprint/90818

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