Pengukuran tingkat kepuasan pelanggan terhadap layanan di bengkel XYZ dengan metode servqual, IPA, dan KANO

Ahmad, Ahmad and Kosasih, Wilson Wilson Pengukuran tingkat kepuasan pelanggan terhadap layanan di bengkel XYZ dengan metode servqual, IPA, dan KANO. Karya Ilmiah Dosen.

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Abstract

XYZ workshop is an authorized service station of the vehicle brand X. official workshop is one of place for vehicle owners of the brand in question for servicing or repair activities. Authorized workshops of the vehicle brand X is much scattered everywhere, one of which is this XYZ workshop. Therefore, the maximum service system is the main factor for winning the competition among the many competitors, especially authorized workshops of vehicle Brand X tersebut.Untuk maximize service in the workshop XYZ, management needs to know the opinion of the customer. To that end, the method used to measure the assessment by the customer, there are three types. The method is Servqual, IPA (Importance Performance Analysis), and the Kano Model. Servqual method includes calculating Gap 5, namely the level of the gap between expectation and fulfillment service experienced by customers. While the IPA method used to determine the attributes are included in the four-quadrant, which quadrant is used as a priority group. For the Kano model, used to determine the category attribute of the level of interest taken by the two types of questions are questions of functional and dysfunctional.

Item Type: Article
Subjects: Karya Ilmiah Dosen > Fakultas Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Puskom untar untar
Date Deposited: 27 Mar 2017 02:49
Last Modified: 27 Mar 2017 02:49
URI: http://repository.untar.ac.id/id/eprint/139

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