| The annual increase in vehicle users, especially motorcycles, certainly makes many companies think of Indonesia as a very potential market for motor vehicle sales as well as providing after sales service which certainly gives financial and non financial benefits for the companies involved. Based on this background, any businesses in the after sales sector should give more attention to the quality of their services, this also applies to PT. Wahana Makmur Sejati motorcycle workshop as an object in this study. Customer satisfaction becomes a necessary factor that determines the quality of a service so that the number of customer in the motorcycle workshop can continue to increase.This study uses QFD based Servqual method, researcher collects data through interviews with two interviewees and questionnaire to 120 respondents. The variable used in this study is service quality with five dimensions such as tangibles, empahty, reliability, responsiveness, and assurance. The tool used in this research is House of Quality which is one of the tools of the Quality Function Deployment (QFD). The purpose of this research is to identify service quality of PT. Wahana Makmur Sejati motorcycle workshop and to determine what services need to be maintained or improved to improve the quality of service in PT. Wahana Makmur Sejati motorcycle workshop. |