Warzuana, Melani Wiska Ragil (2022) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL ABADI MOTOR MOJOAGUNG MENGGUNAKAN METODE POTENTIAL GAIN IN CUSTOMER VALUE. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Bengkel Abadi Motor is one of the providers of motor vehicle service in Mojoagung that serves the sale and purchase of used motorcycles and provides new and used spare parts. Customer satisfaction can occur at any time. This makes Abadi Motor Workshop must have a way to improve the quality of service to provide customer satisfaction as a service user. This research uses the Potential Gain in Customer Value method to know this factor, it can be determined problems that make customer satisfaction decrease so that it will be known the level of consumer satisfaction with the quality of service and what attributes are prioritized to be improved. Attributes that are a priority for improvement to improve service quality attributes (T4). Adequate public facilities (Toilet, Waiting Room, Parking) with a PGCV index value of 13.05. The second is an attribute (Re3). Accuracy of cashier calculation with PGCV incest value of 12.06. The third is the attribute (E1) namely J. Friendliness in consumers with a PGCV index value of 11.98. The advice is given for Abadi Motor Workshop to evaluate the quality of service regularly so that knowing the quality of service perceived less by customers can be improved for customer satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Melani Wiska Ragil | ||||||||
| Date Deposited: | 25 Jul 2022 08:32 | ||||||||
| Last Modified: | 25 Jul 2022 08:32 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/8060 |
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