Detail ANALISA EFISIENSI KEPUASAN PENGGUNA SEPEDA MOTOR HONDA, YAMAHA, KAWASAKI, DAN SUZUKI DI JAKARTA MENGGUNAKAN METODE DATA ENVELOPMENT ANALYSIS (DEA) DENGAN MODEL ACSI Bibliografi Author: HARDIAN, VICKY ; Hidayat, Trifenaus Prabu (Advisor) Topik: ACSI; Customer Satisfaction; DEA; Motorcycle; Jakarta Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 15-Vicky Hardian-2014043090.pdf (5.08MB; 42 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Success in maintaining and improving customer satisfaction is the key to win market shareand creating more profits, because customer saisfaction has positive consequences forcustomer loyalty. And companies need to make strategies and businesses that are efficientas possible with the highest results they can get. So in this journal, a study was conductedto compare the efficiency of Honda, Yamaha, Kawasaki, and Suzuki customer satisfactionin Jakarta using the Data Envelopment Analysis (DEA) method. With the help of variablesfrom ACSI Model, such as Customer Expectation, Perceived Quality, Perceived Value, and Customer Complaints as input, while Customer Satisfaction and Customer Loyaty asoutput. Using questionnaire to collect data, the questionnaire contains statement items from ACSI variables on scale of 1 to 5. Data comes from 146 respondents, processed usingWin4DEAP software. In addition, sources of dissatifaction from each motorcycle brandswill also be sought. Data collection also obtained other data such as respondent demographic data, motorcycle informationd ata, and information on usage habits. Fromthe result of data processing, shows that Kawasaki motorcycle brand have the greatestefficiency value, while Honda has the smallest efficiency value. The causes of dissatisfaction that occurred among others due to lack of standardization and the length of time waiting in line at official Honda workshop, long waiting in line and making vehicle documents in Yamaha’s workshops and dealers, and it was difficult to reach Suzuki and Kawasaki dealers or workshops. Therefore, given an innovation analysis in the form of an application concept that can be used to book service time and service with couriers to pick up customer motorbike, with this application it is expected that customer can make reservations or bookings more easily and do not need to queue. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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