| AUTO 2000 workshop Daan Mogot is a service provider of sales, maintenance, repair and supply of Toyota spare parts, established in 1975 under the name Astra Motor Sales, and in 1989 changed its name to AUTO 2000 with management under PT. Astra International Tbk. For business entities, consumer satisfaction is one that is a measure of the quality of services provided. This study was conducted to determine the attributes that affect consumer satisfaction of AUTO 2000 Workshop Daan Mogot, and suggested improvements to the attributes that were deemed unable to meet customer satisfaction. To achieve the objectives, data processing is done by integrating the Six Sigma method, SERVQUAL dimensions, and the Importance Performance Analysis (IPA) method. The Six Sigma method uses Define, Measure, Analayze, and Improve (DMAI) stages for the research stages. In the define stage, identification of service procedures is provided and the determination of service attributes that describes the service in AUTO 2000 Daan Mogot Workshop based on 5 dimensions of SERVQUAL, namely tangible dimension, reliability, responsiveness, assurance and emphaty. At the measure stage obtained 22 attributes of valid statements in measuring customer satisfaction, and attributes obtained with the gap value between satisfaction and consumer expectations is the biggest attribute Bengkel AUTO 2000 always keep promises with a value of -0.76. In this study also carried out the calculation of Defects Per Miliion Opportunities (DPMO) to determine the level of existing performance, obtained an average sigma value of 4.19. To find out the attributes that become priority improvements, the Importance Performance Analysis method is used. Attributes of improvement priority in AUTO 2000 Daan Mogot Workshop is AUTO 2000 Workshop Daan Mogot always keep promise, recording amount of transaction cost in accurate workshop, workshop employees inform damage, workshop employees understand customer needs. |