IMPROVEMENT SERVICE QUALITY (CASE STUDY : GARUDA AUTO WORKSHOP)

• Main Author: DAVIN (NIM : 29107106); Pembimbing : Dr. Ir. Mustika Sufiati Purwanegara, M.Sc, HENRY
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/15912
• Institution: Institut Teknologi Bandung

The automotive industry in Indonesia developed very fast, so as the existence of the workshop could not be separated from his vehicle. The owner of the vehicle that wanted his car always perfect opened the opportunity of the workshop business body repair. However in the middle of the competition that increasingly increased by various efforts was done by workshops to maintain his customer's loyalty. Like the other service industry the consumer's satisfaction had <br /> <br /> <br /> the role important to win the competition for the business. The satisfied consumer will create customer loyalty and customer retention. In this case the customer's workshop Garuda Auto in accordance with the satisfaction data that still many that felt quite satisfied but also was not yet satisfied, so as many that moved to the other workshop. <br /> <br /> <br /> To look for the problem root, was carried out by the analysis of the industry, the analysis of the internal and external condition, the analysis of the consumer, and the analysis of the marketing mixture. The problem root of the workshop of Garuda Auto was not maximal the service quality and relationship that was given by workshop, like that was seen in results survey the mapping of the perception of the consumer that result in still the number of customers who moved to the other workshop. <br /> <br /> <br /> To help solved the problem of the available problem, was carried out by the increase service quality and relationship as efforts to guard and increase the <br /> <br /> <br /> consumer's satisfaction so as to be able to maintain and increase the number of consumers who repaired his car in the workshop. <br /> <br /> <br /> The implementation plan from solutions that it was proposed, were compiled in the form of the implementation schedule of the solution to the increase service quality and relationship and the allocation of human resources that were needed to undertake these solutions.