Analisis Faktor Yang Mempengaruhi Kepuasan Pelayanan Pelanggan (Studi Kasus : Carfix Solo)

Pamungkas, Rizal Aji and , Dr. Ir. Suranto, ST, MM, M.Si (2022) Analisis Faktor Yang Mempengaruhi Kepuasan Pelayanan Pelanggan (Studi Kasus : Carfix Solo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

PT Global Bangkel Carfix Solo Branch is a modern workshop that serves all types of car service and support in the form of spare parts as input for original spare parts for all car brands according to consumer demand. In the current era, there is more and more competition in the business world, especially in the field of services and marketing, encouraging companies to be able to overcome and anticipate the threat of competitors in order to cover the company's weaknesses and take advantage of opportunities. This study aims to determine the factors that determine customer service satisfaction using the services of the Solo branch of the Carfix Workshop. So this research was conducted to improve the quality of service at the Carfik workshop from 2 branches in Solo, by knowing the factors that influence the problems in increasing customer service satisfaction. Factors considered in this study, based on 5 main factors that become problems from customer service satisfaction factors, namely product quality, service quality, emotional, price, and location. The factor analysis method aims to explain the structure of the relationship between many variables in the form of factors through the Principal Component Analysis (PCA) method and the Kaiser-Meyer Olkin (KMO) measure method is used to see the requirements for the adequacy of overall data sampling for each indicator using SPSS 23 software. In this study, it was obtained through the distribution of online and offline questionnaires to consumer service users to the two solo branch carfix workshops with a total sample of 101 respondents. The sampling technique in this study used the accidental sampling technique. Based on the results of factor interpretation, there are 12 factors from different components with a total percentage of variance of 70.899%. The highest factor is factor 1 with a variance presentation of 35.612% focused on the price and location factor components, then the lowest variance presentation is factor 12 of 2.511% with product quality and emotional components.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Car, Carfix, Service Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management T Technology > TI Industrial Engineering
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	RIZAL AJI PAMUNGKAS
Date Deposited:	18 May 2022 01:20
Last Modified:	18 May 2022 01:20
URI:	http://eprints.ums.ac.id/id/eprint/99881

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