ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY DAN MODEL KANO PADA PT. GRAND RACING YOGYAKARTA

ANGGRAENI MEITA SARI, DIANA (2019) ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY DAN MODEL KANO PADA PT. GRAND RACING YOGYAKARTA. Skripsi thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

PT. Grand Racing is one of the companies engaged in the maintenance services of four-wheeled motor vehicles (cars). Services at PT. Grand Racing is a vehicle maintenance and repair service supported by the supply of spare parts. In its fulfillment, PT. Grand Racing works closely with brand name dealers and spare part stores. Measurement and identification of factors that influence customer satisfaction is very important to identify customer satisfaction as measured by perceived service quality. Research conducted is survey research. Survey research is an information collection technique that is carried out by compiling a list of questions asked of respondents in the form of samples from a population. In survey research, researchers examine the characteristics or causal relationships between variables. The quality of service provided by PT. Grand Racing is in line with customer expectations, because the gap is positive between the perception and customer expectations, which is equal to 0.07. The results of the assessment of service attributes at PT. Grand Racing still found customer dissatisfaction with the services and facilities that have been provided as in the attribute P9 (accuracy of administrative calculations by the cashier of PT. Grand Racing when the customer pays), P13 (rapid repair check service), P14 (workers do not let customers wait too long), P15 (workshop employees have adequate knowledge).

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