Rais, Muarrif Fauzan Rais and , Mila Faila Sufa, ST, MT (2021) Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Pada Bengkel Ahass 1215 Galuh Motor Menggunakan Metode Servqual Dan Importance Performance Analysis (Ipa). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study was conducted to analyze the quality of service based on customer satisfaction at the Ahass 1215 Galuh Motor Workshop. The purpose of this study is to identify the quality of service that has been provided to the satisfaction or expectations of consumers and analyze the factors that determine or are considered an emergency for immediate improvement. The method used is to calculate service quality, namely service quality based on 5 dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. The next method is Importance Performance Analysis (IPA) which serves to determine the location or level of importance based on the four Cartesian quadrants. Based on calculations using the service quality method, the tangible results with a gap value of -1.09, the reliability dimension with a gap value of -0.59, the responsiveness dimension with a gap value of -0.44, the assurance dimension with a gap value of -0.41, and empathy dimensions with a gap value of 0.23. Based on these results, the overall service of the workshop is not satisfactory and only one dimension has a positive value, namely empathy. Furthermore, based on the Importance Performance Analysis (IPA) method, there are four attributes that are located in quadrant I. Proposed improvements are given based on the attributes that are located in quadrant one.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Servie Quality, IPA, Cartesian Diagram, Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | MUARRIF FAUZAN RAIS |
| Date Deposited: | 08 Nov 2021 03:30 |
| Last Modified: | 08 Nov 2021 03:30 |
| URI: | http://eprints.ums.ac.id/id/eprint/95304 |
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