Detail Analisa Pengukuran Kepuasan Konsumen dengan Menggunakan Metode ServQual (Studi Kasus: PT. Sarana Inti Gemilang, Jagakarsa, PT. Sarana Dwi Gemilang, Depok, AON Motor, Bekasi) Bibliografi Author: EMMANUEL, LAZARUS YAPPY L ; Surbakti, Feliks Prasepta Sejahtera (Advisor) Topik: ServQual Method; Quadrant Analysis Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2011     Jenis: Theses - Undergraduate Thesis Fulltext: Lazarus Yappy Lazuardi Emmanuel's Undergraduate Theses.pdf (1.99MB; 39 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-726 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract PT. Yamaha Motor Kencana Indonesia (YMKI) is one of the largest motorcycle manufacturing company in Indonesia which has stood since July 6, 1974. In order to satisfy its customers, YMKI provide after sales service that available in various places. There are three types of after-sales service provided to its customers YMKI which called 3S namely Sales, Service, and Spare Parts through Yamaha authorized repair shop which known as Yass (Yamaha Authorized Service Shop), which has spread widely with the standards service of Yamaha. This research was conducted at the authorized workshops network of Yamaha motorcycle manufacturers, namely PT. Sarana Inti Gemilang, PT. Sarana Dwi Gemilang, and AON Motor. Based on interviews with several customers and the management of official Yamaha shop, there's opinions and complaints that arising from the services provided by the Yamaha shop in question. The existence of consumer complaints against the service workshop make the management wants to know how far the performance of the workshop in meeting consumer desire in order to improve its service quality. To solve these management problems, used the ServQual method and Quadrant Analysis. In ServQual method there are 5 dimensions of service quality, which is tangible, reliability, responsiveness, emphaty, and assurance that is used in determining the attributes that will be used as indicators to measure the gap between management perception of service that has been done by the management with the expectation of consumers (gap 1 ) and the gap between consumer perceptions of services received with the expectation of consumers (gap 5) on the quality of services provided by authorized Yamaha repair shop. Quadrant Analysis Method conducted to determine the service attributes that should be corrected in order to create customer satisfaction. From the research, there are 23 attributes that influence the quality of service which is used as an indicator in measuring the gap 1 and gap 5. From the calculation of the value gap 1 and gap 5, it can be seen that the workshop which under study have not been able to meet the expected customer service, seen from the value of a negative gap. Negative values obtained in the measurement gap 1 shows that management is less able to understand what customers want exactly that causes management can’t create a service system in accordance with the wishes of the customer. Similarly, negative values obtained in the measurement of gap 5, which shows the services provided by the workshop was not as expected by the consumer. From the analysis it can be concluded that the three workshops that being the object of study is not able to give satisfaction to customers. So that needed improvements to improve service quality. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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