Detail Analisis Pengaruh Tingkat Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dengan menggunakan Metode SERVQUAL, IPA, dan ZOT (Studi Kasus :Bengkel AHASS 8173 SAFA MOTOR) Bibliografi Author: P, BENEDIKTUS JONATHAN ; Inderawati, Maria Magdalena Wahyuni (Advisor) Topik: Quality of Service; Customer Satisfaction; Bengkel AHASS 8173 SAFA MOTOR; ImportancePerformance Analysis; Zone of Tolerance Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 22-Benediktus Jonathan P-2014043186.pdf (8.5MB; 20 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Globalization has a major impact on business development, one of the business in the automotive field. Vehicle maintenance and repair business is one of the many business that is required by vehicle owners. High competition in this business requires business owners to provide the best service in accordance with the wishes of customers. The problem that occurred in the AHASS 8173 SAFA MOTOR Workshop was a decrease in the number of customers so that it had an impact on the profit of the workshop.This study aims to determine the level of service quality owned by the workshop AHASS 8173 SAFA MOTOR using Servqual method, Importance Performance Analysis and Zone of Tolerance, then design a proposed improvement from the integration of the two methods to overcome the existing problems.This research was conducted by taking the questionnaire data with respondents customer service AHASS 8173 SAFA MOTOR. The result of data processing with integration of Importance Performance Analysis and Zone of Tolerance method shows the priority of attribute importance to be concern for improvement so that service given by AHASS 8173 SAFA MOTOR can fulfill all customer interest. The main priority in the determination of the improvement of the scope of physical evidence in the form of procurement of modern and adequate workshop equipment as the most influential and important service in the ministry until the improvement of things that are not very influential on the service in the form of information about the next service time. The suggestion is to collect data and check the supporting equipment of service activity through Standard Operational Procedure, perform personal training, skill training to mechanic, and improve marketing aspect by doing promotion. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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