ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS DI BENGKEL MOTOR RYZ PURWAKARTA)

Yan Nurrezkytaku A, NIM.: 19106060027 (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS DI BENGKEL MOTOR RYZ PURWAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

RYZ Motorcycle Workshop is a workshop business that provides motorcycle maintenance and repair services. There are complaints experienced by customers, such as the long repair process and the availability of motorcycle parts that are often not available, so an analysis of service quality on customer satisfaction is needed. This study aims to identify the strengths and weaknesses of the repair shop service, identify the priority attributes, and provide suggestions for improvement. The Service Quality (Servqual) and Importance Performance Analysis (IPA) method are two tools to find out the value of the gap between customer expectations and reality, and determine the priority for improvement. The results of Servqual processing, namely mechanics who work neatly and cleanly (T2) are the strengths attributes, and the remaining attributes are the disadvantages. The results of processing IPA there are 4 priority attributes for improvement. The first attribute is complete and modern equipment and spare parts (T1) with improvements in planning and controlling stock, making clear SOPs, cleaning equipment, applying 5R principles, and developing employee insights. The second attribute is the uncomplicated workshop service process (R1) with improvements in making clear SOPs, developing employee insights, planning and controlling stock of goods, and improving communication between workers. The third attribute is the fast and timely repair and maintenance process according to estimates (R3) with clear SOP improvements, conducting mechanical training, arranging the layout of goods, creating a queuing system, and planning and controlling the stock of goods. The fourth attribute is a guarantee for the authenticity of spare parts information (A3) by contacting an authorized distributor for repairs, providing warranty information to customers, and making information on the authenticity of spare parts.

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