ANALISIS KUALITAS PELAYANAN PELANGGAN BENGKEL MOTOR “ABC” MENGGUNAKAN KONSEP SERVIS QUALITY DAN IMPORTANCE-PERFORMANCE ANALYSIS

galuh krisna dewanti(1*)

(1) UNINDRA
(*) Corresponding Author

Abstract


: Sepeda motor di kenal di Indonesia sejak tahun 1893, bagi masyarakat sepeda motor masih menjadi alat transportasi yang murah dan mudah baik di perkotaan maupun pedesaan. Angka jutaan dari populasi kendaraan sepeda motor membutuhkan perawatan atau servis rutin agar motor tetap prima. Semakin banyak pengguna sepeda motor di Indonesia, semakin banyak pula bengkel-bengkel non resmi yang bermunculan, bagi penyedia jasa, untuk dapat bersaing dengan penyedia jasa yang lain harus selalu menjaga kualitas pelayanan yang diberikan.  Analisis dimensi kualitas pelayanan jasa terhadap kepuasan konsumen sangat diperlukan bagi perusahaan untuk memberi pelayanan yang sesuai dengan kebutuhan pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis kualitas pelayanan bengkel motor “ABC”, apakah sudah sesuai dengan yang diinginkan pelanggan. Pengukuran kualitas pelayanan menggunakan konsep SERVQUAL untuk mengetahui apakaha ada gap antara pelayanan yang tersdia dengan harapan yang konsumen. Kemudian menggunakan Importance Performance Analysis (IPA) untuk mencari prioritas perbaikan. Dari perhitungan servqual didapatkan hasil bahwa pelayanan bengkel “ABC” tidak berkualitas dan dari IPA diperoleh sebanyak 9 atribut yang menjadi prioritas perbaikan.

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DOI: http://dx.doi.org/10.30998/faktorexacta.v10i2.1320

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